Description:
This position is responsible for the day-to-day execution of all areas of customer service and sales support, including all center participation, quoting/order entry, issue resolution for replacement and aftermarket parts. The Customer Service Rep is expected to demonstrate the knowledge of products and the ability to manage calls and emails from our customers and the Outside Sales Team.
Duties include, but are not limited to:
- Collect customer contact information/inquiry and enter into CRM (customer relationship management database)
- Ensure that all order entry, credits, returns, and other sales transactions are completed under established compliancy guidelines, resulting in auditable documentation
- Provides feedback and technical assistance to various customer inquiries and issues such as order changes, cancellations, status, estimated shipping date and tracking information.
- Coordination with intercompany departments to resolve customer inquiries (Logistics, Finance)
- Respond to sales inquiries and requests for quotation in an accurate and timely manner.
- Identify, address, and escalate issues
- Performs other duties as assigned that support the overall objective of the position
Basic Qualifications:
- Two years customer service or equivalent experience
- High School Diploma or Equivalent
Preferred Qualifications:
- Associates or bachelor’s degree in parts an asset or experience with equipment deployed in construction or the trades
- Call Center experience an asset
- Computer proficiency with Microsoft Office - proficiency in Excel is essential.
- Oracle & Salesforce CRM experience.
- Excellent verbal and written communication skills
- Ability to relate to a wide variety of people in a professional and diplomatic manner
- Ability to handle stressful situations in positive, tactful manner.
- Ability to work in a high-volume call center within the established handle times and set performance metrics
- Great attitude, self-motivated, professional demeanor.
- Must be able to work independently and in a team environment.
- Detail oriented with great organizational skills
- Strong problem-solving skills