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Industrial Customer Solutions Representative
2 months ago
POSITION SUMMARY:
The Customer Solutions Specialist for Industrial Direct (CSS-ID) is integral in providing outstanding customer support, ensuring high performance in a fast-paced setting, and fostering a positive team environment. This position is responsible for direct customer assistance related to the Industrial Direct Product Portfolio. The CSS-ID collaborates closely with Regional Sales Managers and various internal partners to deliver services and solutions that meet or exceed customer expectations.
WORK SCHEDULE:
This is a full-time role, typically Monday through Friday, from 8:00 a.m. to 4:00 p.m., or as directed by the Senior Customer Solutions Team Manager. Overtime may be required based on business needs. A hybrid work schedule is available for employees living within a one-hour commute to the designated site.
KEY RESPONSIBILITIES:
- Account Management: Take ownership of assigned accounts, acting as the internal advocate for customers to support their needs and drive projects to completion.
- Inquiry Response: Address customer inquiries promptly and courteously via phone and email regarding products, pricing, delivery, quality, and related questions.
- Technical Assistance: Provide customers with essential technical information and guidance on product specifications, compatibility, and usage to facilitate informed decision-making.
- Order Processing: Accurately code and process customer purchase orders and manage web-based ordering systems.
- Vendor Coordination: Prepare and manage third-party vendor purchase orders, ensuring timely fulfillment and resolution of discrepancies.
- Quality Assurance: Conduct quality checks on finished products to ensure compliance with company standards before delivery.
- Complaint Management: Address customer complaints professionally, working towards satisfactory resolutions and corrective actions.
- Record Maintenance: Keep precise records of customer interactions and profile information in the company's CRM system.
- Relationship Building: Foster positive relationships with customers through excellent service and responsiveness.
- Collaboration: Work with various internal teams to ensure seamless communication and coordination in fulfilling customer needs.
- Continuous Improvement: Provide feedback to management on customer preferences and suggestions for enhancing processes or services.
SKILLS AND QUALIFICATIONS:
- Organizational Skills: Strong time management and record-keeping abilities.
- Interpersonal Skills: Excellent collaboration, relationship-building, and communication skills.
- Customer Service Orientation: A commitment to understanding and meeting customer needs effectively.
- Problem-Solving Skills: Ability to address and resolve issues confidently.
- Attention to Detail: High level of accuracy and precision in work.
- Adaptability: Flexibility to manage changing customer needs and job tasks.
EDUCATION AND EXPERIENCE:
- Three to five years of relevant experience in a similar role.
- A two-year Associate Degree is required.
- Experience in a manufacturing or pre-press environment is preferred.
- Proficiency in Microsoft Office applications is advantageous.
