Customer Service Representative

Job Type

Full-time

Description

Purpose:

The Customer Service Representative (CSR) is responsible for delivering an exceptional customer experience that will drive our culture. Through this exceptional experience, allow our product line to capture and increase value in the market. You will face a variety of customer requests, the most frequent will be request for pricing, product application advice and delivery orders for next day. You will be responsible for maintaining a high level of customer service by taking customer orders professionally, accurately, and courteously to allow the Dispatcher/Shipper to arrange for on-time delivery.

MAJOR DUTIES AND RESPONSIBILITIES:

• The CSR will be responsible for maintaining a high level of customer service by taking customer orders professionally, accurately, and courteously to allow the Dispatcher/Shipper to arrange for on-time delivery. Goal is to develop lasting relationships with customers and help them understand they are important to WDC.

• The CSR will record customer order accurately on Sales Order Form.

• The CSR will maintain a high level of customer service by entering the order information into the computer system accurately.

• The CSR will ensure that the customer receives the delivery at the time requested by checking the demand graphs and verifying with the Scheduler that the time requested can be met. Where the time is not currently available, you will attempt to sell the customer on an open time slot.

• The CSR will record all changes requested by customer professionally, accurately, and promptly on the Order Change form and in the computer and notify the Dispatcher/Shipper of such changes as soon as they have been recorded.

• The CSR will provide sales support to current and new customers.

• The CSR will review orders and ensure they are correctly entered.

• The CSR will give pricing for COD customers.

• The CSR will up sell to our customers by recommending value added products for specific applications and ensure product availability.

• The CSR will work very closely with Dispatchers/Shippers to ensure customer commitments can be achieved.

• The CSR will be responsible for ensuring the COD orders have received a PO (Purchase Order) prior to shipping.

• The CSR will assist and participate in new initiatives and projects.

• The CSR will call all first-round orders (orders with a start time of 9:00am or earlier) the day before to make sure they are ready to go.

The CSR will advise CSC Manager when a customer cancels an order or refuses to place the order for any reason

Requirements

KNOWLEDGE / SKILLS / ABILITIES REQUIRED:

• Teamwork: Supportive, Collaborative and Cooperative

• Maintain a professional demeanor with internal and external clients. Keep professional and calm attitude under stressful situations.

• Problem solving and analysis skills.

• Customer focused.

• Strong interpersonal skills.

• Must be able to work in a high stressed, fast paced environment.

• Ability to multi-task and detail oriented.

• Excellent organization skills.

• Execution of best practices to provide a consistent and standardized customer experience.

• Knowledge of market geography.

• Strong Personal Drive.

• Safety Oriented. Should be aware of Driver hours of service when scheduling and shipping orders.

• Strong Computer Skills - well versed in MS Office programs .

Other Related Experience Required or Preferred:

• Flexible work schedule.

• Strong geographical knowledge of our market areas.

• Previous Customer Service Order Desk with direct order entry experience a strong asset.

• Willingness to Learn business specific computer programs

• Willingness to learn our products, their applications, and our customers habits

• Basic knowledge of concrete and the construction industry is an asset, but not required.

• Willingness to learn general concrete industry knowledge through mentoring, reading and some site visits (no hands-on concrete work will be required)

• Ability to learn quickly

• The CSR may also be assigned other work as required.