Customer Service Representative

2 weeks ago

Pewaukee, Wisconsin, United States The Boelter Companies Full time

Belong to the Boelter community that brings people together...We value the individual where your unique perspective builds a stronger community and fuels our passion for authentic relationships.
POSITION SUMMARY

The role of the CSR in the Boelter Companies is the vital first point of contact for customers as well as providing support to our outside sales team. The primary focus of the position is to support our customers and outside sales team to final resolution of any issues they encounter; the ability to research products, assist with quoting product and order entry. Responsibilities also include answering general inquiries to ensure timely and accurate customer order fulfillment, shipping and billing error resolution and responding to internal and external customer inquiries.

ESSENTIAL DUTIES AND RESPONSIBILITIES:


• Provide highest quality customer service and support to sales team and customers.


• Exceptional organizational skills with the ability to manage a high level of email and work autonomously.  


• Process customer orders (via phone, email, EDI, chat) ensuring timely delivery and follow up to customers, including daily responsibility of working backorder and open order reports. 


• Efficiently utilize SAP system to enter orders, determine availability, pricing, delivery and special customer requirements. Check for accuracy and completeness.


• Issue resolution concerning the order fulfillment process or functionality of our products in a professional and solutions-oriented manner. This may involve UPS tracking, freight quotes, rush orders and credit issues among a variety of other requests.


• Responsible for following through on customer issues to completion. This may require outbound calls and/or multiple customer contacts. Task-switching ability to balance multiple priorities is essential.


• Work with customer, internal graphics team and suppliers to create accurate art proofs/revisions to be utilized for production. 


• Communicate with sales and purchasing to inform them of possible product and sales problems.


• Problem resolution for customer complaints or delivery issues.


• Respond to requests via phone, email or chat requests.


• Candidate must have the ability to learn a broad range of both products and vendors.

EDUCATION and/or EXPERIENCE:

Associates/Bachelor's Degree preferred or 3-5 years related experience. Proficiency in Word, Excel and Microsoft Outlook. Knowledge of SAP a plus.

PHYSICAL DEMANDS and WORK ENVIRONMENT:

While performing the duties of this job, the employee must be able to use a keyboard, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, stoop, kneel, crouch, crawl, lift (10 lbs.), and an ability to adjust vision for close vision work.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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