Customer Service Representative II
About The Position
Customer Service Representative II is a senior role that includes processing industrial sales and rental transactions, offering quotes, providing information about products, building rapport with customers, and promoting merchandise while working in an office setting with other team members. Individuals in this role listen, solve problems, communicate effectively, and leave customers satisfied with their purchases. This is not a scripted role; individuals will need to think on their feet to promote products and provide excellent customer service. Excellent communication and interpersonal skills are crucial. Strong analytical and problem-solving skills combined with a strong customer service orientation are required. Attention to detail is a must. Ability to approach others in a tactful and professional manner; react well under pressure; treat others with respect and consideration regardless of their status or position; and follow through on commitments.
Requirements
- Personal integrity, customer service focus, sales aptitude, strong customer communication skills, and the ability to provide top-notch service while increasing sales metrics
- 3+ years of customer service experience in the same or similar industry preferred
- Strong attention to detail and the ability to process information accurately
- Experience with industrial customer service sales strongly preferred but not required
- Intermediate-level skills in MS Office Suite and distribution- or manufacturing-specific ERP systems
- Strong professional phone and email etiquette required
- Ability to organize work duties and proactively manage time
- Ability to work independently and in a team environment
Nice To Haves
- Logistic compliance experience is a plus.
- 3+ years of customer service experience in the same or similar industry preferred
- Experience with industrial customer service sales strongly preferred but not required
Responsibilities
- Facilitates the sales and rental process through project management, tracking open sales orders, issue resolution, and overall customer service and support
- Provides product pricing and shipping by consulting the pricing matrix, as well as other complex tables, to determine the appropriate price
- Develops cost-effective and time-sensitive quotes for customers via phone and email
- Reviews contracts, enters customer orders, and provides order-related paperwork to customers
- Ensures timely shipment of materials and customer satisfaction by estimating lead times
- Contributes to add-on sales by maintaining a high level of product knowledge
- Handles customer inquiries and problem resolution
- Performs estimates, discounts, and RFQ’s as necessary
- Responds to customer complaints and inquiries quickly and efficiently
- Answers phone calls and emails in a professional manner
- Builds and maintains customer relationships
- Upsells products and makes recommendations
- Other duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
