Customer Service Representative II
1 week ago
The Customer Service Representative provides exceptional customer service to all C.R. Laurence customers. Through the detailed understanding of all C.R. Laurence products, the CSR offers solutions and facilitates a unique experience to all internal and external customers. In addition, completes general administrative support while in a hectic and fast-paced environment. This position serves as an ambassador to the company and will be the face of the company through daily interactions.
Responsibilities- Maintain broad knowledge of clients, products, and services.
- Document customer interactions and transactions.
- Listen attentively to customer needs and concerns; demonstrate empathy.
- Accurately process over-the-counter, phoned, faxed, and e-mailed orders accurately and in a timely manner.
- Receive and process payments of Will Call customers as well as over the phone (cash, debit, etc.).
- Answer multi-line telephone in a professional manner.
- Face-to-face customer interactions.
- Develop and maintain professional and productive business relationships with your internal and external customers that result in a clear definition and understanding of their service requirements and expectations.
- Respond to all inquiries in a prompt, professional, and courteous manner between internal working associates, manufacturers, and customers.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Go the extra mile to engage customers, adapt, and respond to different types of customer requirements or requests.
- Customer database management - Maintain records of customer interactions, process customer accounts, and file documents.
- Providing domestic and export quotes to customers and converting quotes to orders.
- Meet or exceed SLA for quote turn-around for Core Product Group.
- Maintain broad knowledge of Core Product Group products to offer customers.
- Create a sense of urgency to lead our customer to release quotes to order in a timely manner for CRL to meet the project's critical path.
- Responsible for updating notes on any open quotes and orders that are not resolved within the business day on a consistent daily basis.
- Manage requests with the use of the following: Research Catalogs for product verification. Promote product lines represented by CR Laurence, cross-sell, value engineer, and exhaust all CRL options to keep order in-house.
- Exercise discretion and independent judgment during the business process: Qualifying, Quoting, Closing, Converting (Project Managing).
- Effectively maintain communication with CRL customers during all business process stages.
- Maintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails.
- A minimum of 1-year previous customer service experience; glass industry preferred.
- High School Diploma or equivalent; Associates Degree preferred.
- Strong organizational and listening skills.
- Ability to work overtime if required.
- Ability to work independently and prioritize work with deadlines.
- Ability to work in a fast-paced, team environment to meet required deadlines.
- Utilizes strong time management and organizational skills to successfully multi-task.
- Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communications.
- Able to read and perform mathematical calculations, and write measurements in number fractions at a high school education level.
- Ability to read, interpret, and understand drawings and specifications.
- Computer experience necessary and typing of numbers with accuracy.
- Export Quote requires fluency in Spanish (reading and writing).
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