Customer Service Representative

4 days ago

Addison, Texas, United States Trinity Industries Full time

Job Summary:

Trinity Industries is seeking a highly motivated and organized Customer Service Representative to join our team. As a key member of our sales support team, you will be responsible for providing exceptional customer service, coordinating order fulfillment, and supporting our Outside Sales team.

Key Responsibilities:

  • Configure / Price / Quote:
    • Prepare and release quotes to Outside Sales Representatives for final pricing and approval
    • Review customer purchase orders for accuracy and completeness, verifying all attachments, options, and special parts are included
    • Assist with credit process, obtaining information from customers and communicating acceptance/denial, terms of credit, and any other issues
    • Request new, unique parts be setup in the system
  • Outside Sales Support:
    • Field and direct inquiries, referring to the appropriate sales office or professional as needed
    • Maintain customer sales files
  • Order Fulfillment / Customer Service:
    • Manage two-way communication with customers regarding order fulfillment and customer needs
    • Interface with the Customer Order Fulfillment Representative for expedited delivery and scheduling issues
    • Execute exception guidelines for order changes after order acknowledgement, including changes to quantities, timing, part changes, etc.
    • Communicate load schedule with customers, including multiple early alerts and a 48-hour advanced shipment notice (ASN)
    • Respond to customer service issues, drawing requests, and resolve complaints concerning invoicing, shipping, or product problems
    • Request load moves due to customer request
    • Track orders through the system until timely delivery of products
    • Review and process customer credits
  • Market Intelligence / Demand Forecast:
    • Record and track project lettings in real-time, monitoring changes and updating them in the system
    • Monitor lists of quotes and 'non-converted/expired quote' loss reason analytics
    • Log customer communications in CRM tools
    • Support the New Product Development (NPD) process by providing ongoing product/application feedback from customers that may serve both active projects and as new ideas

Requirements:

  • High school diploma (or equivalent); Associates or Bachelor's Degree preferred
  • 3+ years of Outside Sales experience
  • Experience in the Roadway Safety Industry or selling/marketing to Roadway Agencies is desirable
  • Experience in quoting and pricing structures is also desired
  • Highly motivated individual with success in sales, proven personal scheduling and time management skills, and outstanding interpersonal and organizational skills
  • Excellent verbal communication and phone skills required
  • Must possess excellent customer service skills, strong work ethic, be highly organized, and have good oral and written communication skills
  • Displays confidence when handling difficult customers and/or objections
  • Attention to detail is critical
  • Preferred experience with Microsoft Word, Microsoft Excel, and order entry systems is highly desirable
  • Proof of COVID-19 vaccination required

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