Customer Service Representative

JOB SUMMARY

The major objective for this position is to provide essential elements of support for the Inside Sales Staff and Branch Management Team, while learning the key areas of our business in hopes of positioning yourself for future growth within the organization. This is the first step to an amazing career in sales with our organization. The Customer Service position is responsible for order entry and maintenance, reporting, backlog review, spreadsheet administration, and providing overall support of important branch administrative needs. The position also provides back up support for the sales team on customer needs and helps to grow sales with certain accounts.

A strong predictor of success for a Customer Service Rep is the ability to manage multiple daily tactical priorities at a quick pace. You are a focal point for great customer service for our branches as you collaborate with the inside team to build solid relationships with our people, customers, and suppliers. Your ability to fully engage with the entire branch team and deliver a high level of service to both internal and external customers will ensure the branch's customers are continually delighted with the Heilind experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties as assigned.

1. Before you start the journey, it's important that you have the roadmap. Within the first 30 days, take the initiative to meet with your Branch Management team to understand the Company vision and key Company objectives for the branch. Collaborate & document the role you will play in the success toward meeting or exceeding these objectives.
2. Within the first 30 days, you will need to demonstrate your ability to prepare and maintain various spreadsheets needed within the branch, providing evidence of a good working knowledge of MS Excel.
3. Within the first 90 days, you will need to learn the Heilind CRM system and resources -- working knowledge of order entry and workflows and utilizing the resources available to manage the business and issues that arise. All assigned system training modules should be complete at this time.
4. Within the first 90 days, you will need to 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. Within the first 6 months, you will need to provide one process improvement idea related to your position.
6. Develop solid working relationships with all internal key support personnel. Maintain top levels of professionalism and diplomacy when dealing with our internal support teams.

EDUCATION/EXPERIENCE:

A Customer Service Representative for Heilind needs to have 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.

SKILLS AND REQUIREMENTS:

• To perform the position, you must be a U.S. Person as defined by ITAR. ITAR defines a US Person as a US Citizen, US Permanent Resident (I.e., 'Green Card Holder'), Political Asylee, or Refugee.
• Must be able to report to assigned office location during scheduled in-office workdays.
• Excellent interpersonal and communication skills.
• Advanced knowledge of Excel, Outlook, and Word.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Excellent phone etiquette.
• Strong organization and ability to multi-task.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job.

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Substantial movements (motions) of the wrists, hands, and/or fingers (paperwork, typing, using mouse/keyboard). The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

WORKING CONDITIONS:

Position is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)