Customer Service Representative

1 week ago


Maryland Heights, Missouri, United States E & R Industrial Full time
Job Title: Customer Service Representative

Job Summary:

The Customer Service Representative will play a crucial role in delivering exceptional service to E & R Industrial customers, extending end-to-end support and service to specialized customers, field specialists, and account managers.

Key Responsibilities:

  • Work in a fast-paced multi-channel environment, following assigned work schedule.
  • Interact with various teams across E & R Industrial to effectively resolve customer issues in a timely manner.
  • Make empowered decisions and resolve customer concerns in a courteous and helpful manner, showcasing excellent customer service skills, work ethic, and integrity.
  • Drive customer retention and contribute to sales growth through exceptional customer service and personalized interactions.
  • Identify, evaluate, and promptly communicate customer trends and opportunities to leadership.
  • Provide comprehensive information about E & R Industrial's products, services, and company policies to assist customers effectively.
  • Assist customers with order placement, tracking, and returns, ensuring a streamlined and positive experience.
  • Demonstrate active listening to understand and address customer complaints or concerns, aiming to identify and resolve the root cause.
  • Maintain department performance standards and goals, with a strong understanding of policies and procedures to support compliance.
  • Adapt quickly to changing business needs while maintaining a positive attitude and professionalism in all interactions.

Requirements:

  • Minimum of 1 year of customer service experience.
  • Experience with building customer relationships by responding to a high volume of inbound phone calls.
  • Experience working with customers and Sales team members daily.
  • Experience in identifying and recommending opportunities to strengthen our team, processes, and customer relationships.
  • Experience with resolving customers' challenges by using all resources for account selection, product identification, order placement, and order management.
  • Experience with resolving pricing, invoicing discrepancies, applying for credit, and implementing return procedures.

Skills and Abilities:

  • Computer knowledge - Excel, Word, PowerPoint, Outlook.
  • Proficiency in using customer service hardware and software and operating and navigating multiple PC-based programs at once.
  • Attention to detail and the ability to multi-task.
  • Able to operate powered industrial equipment.
  • Able to operate computerized scanning equipment.
  • Able to follow verbal and written instructions with minimal supervision.

Work Environment:

  • Work conditions are typical of an office environment.
  • Office job requires ability to lift


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