Customer Service Representative

3 days ago


Wilmington, Massachusetts, United States Heilind Full time
Job Summary

The Customer Service Representative role at Heilind is a critical position that provides essential support to the Inside Sales Staff and Branch Management Team. As a key member of our team, you will be responsible for order entry and maintenance, reporting, backlog review, spreadsheet administration, and providing overall support of important branch administrative needs.

This role requires a strong ability to manage multiple daily tactical priorities at a quick pace, collaborate with the inside team to build solid relationships with our people, customers, and suppliers, and deliver a high level of service to both internal and external customers.

Key Responsibilities
  1. Meet with the Branch Management team within the first 30 days to understand the Company vision and key Company objectives for the branch, and collaborate to document your role in achieving these objectives.
  2. Demonstrate your ability to prepare and maintain various spreadsheets needed within the branch, providing evidence of a good working knowledge of MS Excel.
  3. Learn the Heilind CRM system and resources, including order entry and workflows, and utilize the resources available to manage the business and issues that arise.
  4. Decipher our customers' backlog in conjunction with applicable product availability, communicating with both Sales and Customers to ensure 95%+ on time delivery for the branch.
  5. Provide one process improvement idea related to your position within the first 6 months.
  6. Develop solid working relationships with all internal key support personnel, maintaining top levels of professionalism and diplomacy when dealing with our internal support teams.
Requirements
  • A U.S. Person as defined by ITAR, with an associate degree or 1-2 years of progressively responsible experience in an office or related customer service environment, or equivalent combination of education and experience.
  • Excellent interpersonal and communication skills, with advanced knowledge of Excel, Outlook, and Word.
  • Proficient knowledge of customer service, and standard office practices and procedures, with excellent phone etiquette and strong organization and ability to multi-task.
Benefits
  • Comprehensive medical, dental, and vision benefits.
  • Vacation, sick time, and holidays.
  • Accident, life, disability, and critical illness insurance.
  • 401k retirement program with match.
  • Wellness programs.
  • Tuition reimbursement.
  • Referral bonuses.
  • Employee discount program.
  • Pet insurance.
  • The day off for your birthday.


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