Customer Engagement Representative

2 weeks ago

Farmington, Michigan, United States Border States Full time

Join a thriving and dynamic organization in a stimulating and rewarding sector. Border States is fully employee-owned, empowering you to make impactful decisions, discover solutions, and reap the benefits of your efforts.

Position Overview:

Role Summary

This role is integral to the daily functions of the Customer Service team, focusing on driving sales, processing orders, and delivering exceptional service to our clientele. You will enhance your understanding of products and applications while applying industry best practices to create tailored solutions that address customer requirements. Cultivating strong relationships with clients and suppliers is key. Responsibilities include managing projects, processing orders, ensuring timely follow-ups on inquiries, coordinating deliveries, handling returns, generating daily reports, and resolving any customer-related issues.

Key Responsibilities

Core Duties

  • Accurately and promptly receives and processes orders.
  • Maximizes profit margins and service quality through effective logistics strategies.
  • Prepares pricing quotes for clients based on existing materials and creates new material lists from specifications.
  • Oversees project management tasks.
  • Ensures timely and consistent communication regarding customer inquiries and order statuses.
  • Negotiates pricing with vendors and coordinates delivery schedules.
  • Effectively manages returns to optimize value.
  • Continuously develops product knowledge and applies industry best practices to meet customer needs.
  • Enhances customer value through effective sourcing of materials.
  • Strengthens relationships with clients and suppliers through regular, meaningful interactions.
  • Generates daily reports and addresses customer and order-related challenges.
  • Assists clients with billing inquiries.

Additional Duties

  • Provides training support as necessary.
  • Participates in sales meetings, product demonstrations, and training sessions as required.
  • May assist in documenting cost-saving initiatives relevant to the customer base.
  • Contributes to the development and execution of marketing strategies.
  • Performs other duties as assigned by management.
Qualifications
  • Preferred: Two-year degree in business or related field, or equivalent experience.
  • Minimum of 3 years in customer service, sales, or related roles.
  • Preferred: 3 years of experience in electrical distribution.
  • Technical proficiency in understanding electrical systems.
  • Familiarity with PC applications, including Microsoft Office Suite and email.
  • Preferred: Experience with SAP software.
Skills and Competencies
  • Exceptional customer service skills, demonstrating accuracy, responsiveness, and engagement.
  • Strong interpersonal, written, and verbal communication abilities.
  • Effective planning and organizational skills.
Physical Requirements

Typical Lifting Frequency:
Occasionally 0 – 33% Frequently 34 – 66% Continuously: 67 – 100%

  • Lift from Waist:
    • < 10 lbs. - Not at all
    • 10 to 25 lbs. - Not at all
    • 26 to 50 lbs. - Not at all
    • 51 to 75 lbs. - Not at all
    • 75 to 100 lbs. - Not at all
    • 100+ lbs. - Not at all
  • Lift from Floor:
    • < 10 lbs. - Frequently
    • 10 to 25 lbs. - Frequently
    • 26 to 50 lbs. - Occasionally
    • 51 to 75 lbs. - Occasionally
    • 75 to 100 lbs. - Not at all
    • 100+ lbs. - Not at all
  • Carried for Distance:
    • < 10 lbs. - Not at all
    • 10 to 25 lbs. - Not at all
    • 26 to 50 lbs. - Not at all
    • 51 to 75 lbs. - Not at all
    • 75 to 100 lbs. - Not at all
    • 100+ lbs. - Not at all
Physical Activity

Typical Daily Activity Frequency:

  • Sitting: Continuously
  • Standing: Frequently
  • Walking: Frequently
  • Bending/stooping: Occasionally
  • Crawling: Not at all
  • Climbing Stairs: Frequently
  • Reaching: Frequently
  • Crouching/squatting: Occasionally
  • Kneeling: Occasionally
  • Balancing: Occasionally
  • Repetitive motion: Continuously
  • Pivoting: Occasionally
  • Pushing/Pulling: Occasionally
  • Grasping: Continuously
  • Fingering: Continuously
  • Talking: Continuously
  • Driving: Occasionally
  • Desk work: Continuously
  • Use of a computer: Continuously
  • Use of a telephone: Continuously
  • Hearing: Continuously
  • Exposure to adverse weather: Not at all
  • Travel: Occasionally
Additional Information

This job description outlines the primary duties and responsibilities and is not exhaustive. Employees are expected to perform essential job functions with or without reasonable accommodation.

Company Overview

Border States is a leading player in the electrical supply distribution sector, operating over 120 locations across 31 states. Our employee-owners excel in delivering exceptional customer service and possess outstanding interpersonal skills. As one of the largest independent electrical distributors in the U.S., we cater to the construction, industrial, and utility sectors. Our competitive benefits package reflects our commitment to our employee-owners, who are integral to our success. We embrace open-book management, empowering our team to respond swiftly to customer needs and adapt to diverse requirements.

Values and Culture
As a member of Border States, you are expected to embody our mission and service standards.

Purpose
We believe that successful businesses thrive through collaboration. We take ownership of our relationships and outcomes.

Service Philosophy
We build customer loyalty by prioritizing their needs and delivering value in all our interactions.

Service Standards
Our employee-owners are dedicated to being competent, accurate, responsive, and engaged.

Career Opportunities
Join a skilled team at one of the largest electrical distributors in the U.S. Explore your potential with us.

Benefits
Border States offers a comprehensive benefits package, including health, dental, and vision coverage, retirement plans, life insurance, and paid time off.

Equal Opportunity Employer
We are committed to diversity and inclusion and are proud to be an equal opportunity employer.

Drug-Free and Smoke-Free Workplace

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