Our client is a family-owned distributor with over 60 years of composites experience. Their network of 32 local distribution centers is dedicated to serving the composites manufacturing industry. With more 30,000 products from over 400 supplier partners reaching over 9,000 customers, our client is the leading distributor of composites materials in North America.
Customer Service Representative
The Customer Service Representative serves as the primary customer contact and delivers stellar customer care through accurate order entry, problem resolution and organizational support. This individual is responsible for maintaining customer accounts and coordinating communication between the customer, Sales team, Supply Chain team and other internal staff, to maintain a high level of customer satisfaction.
Job Type: Full-time
Responsibilities:
Effectively facilitates the order fulfillment process in a manner that promotes building and maintaining positive, effective relationships with external and internal customers.
Responds to inquiries received through phone, email, B2B and/or written correspondence from both external and internal customers.
Resolves all billing and order issues.
Devotes time necessary to fully understand customers’ business; displays a genuine interest in each customer’s specific business needs, including product stocking requirements/forecasts, document support (MSDS, C of A), etc.
Demonstrates a willingness to go the extra mile on each and every call; exhibits a ready-to-help-others attitude in order to accomplish total customer satisfaction.
Seeks opportunities to exceed customer expectations while creating win-win situations by balancing the needs of both the customer and the Company.
Effectively communicates with all external and internal customers to serve as liaison between all parties involved in the order fulfillment process.
Immediately communicates all special requests, modifications to orders, backorders and shipping delays or cancelled orders to appropriate internal and external customers.
Collaborates effectively with internal customers to provide seamless service to external customers.
Maintains accurate customer pricing in MXP; confirms price supports and updates records accordingly; provides basic price quotes while adhering to target margin guidelines, with appropriate follow up.
Gathers the necessary information from customers, Buyers and Sales Reps in order to provide Price Support team with necessary data to assist in the process of accurately maintaining pricing and customer product usage information in MXP and associated systems.
Communicates with Sales and Price Support team to confirm price support and updates records accordingly
Utilizes internal communication methods, i.e. Email and Instant Messaging, to effectively communicate with DC staff, Supply Chain team and other internal customers.
Utilizes basic product knowledge to provide options and alternatives to customers; engages Sales Reps and Technical Support when appropriate.
Adds value as a resource and solutions provider; develops creative solutions and offers smart alternatives to help meet and exceed customer expectations.
Producing Results – Meets or exceeds established goals and objectives.
Communicates a strong sense of urgency in solving problems and getting work done.
Ensures time, resources and actions are focused on priorities that contribute to meeting business goals and objectives.
Stellar Service – Meets or exceeds both internal and external customer requirements utilizing customer service concepts and techniques.
Sets the standard as a role model for providing Stellar Service; demonstrates positive, customer service focus.
Builds customer loyalty by utilizing the STAR qualities to create Positive Defining Moments in the three dimensions of service.
Anticipates customers’ needs and proactively seeks to meet them; responds to unexpected customer requests with sense of urgency and positive action.
Seeks opportunities to dazzle customers; coaches peers on dazzling techniques and motivates DC team to raise the bar of customer service delivery.
Recovers from a service failure in a way that enhances customer’s loyalty to the Company; demonstrates sincere concern and empathy when a customer complains.
Embraces the Company’s safety culture and Core Values in dealing with internal and external customers.
Customer Support Function – Knowledge of the major responsibilities, accountabilities and organization of the customer support function.
Ability to effectively prioritize and manage day-to-day tasks in an efficient manner; recognizes, clarifies and prioritizes concerns.
Coordinates with customers on account activities and monitors customer satisfaction.
Identifies the needs and preferences of assigned customers; coordinates with internal support functions to ensure ability to meet common and unique customer needs.
Knowledge of the tasks, tools and procedures associated with supporting the sales plan and process.
Assists Sales team in the process of growing existing accounts; reviews sales history and current activity to better understand current and future needs of customers.
Utilizes all aspects of Stellar Service training to promote long-term customer loyalty and ensure customer retention.
Solutions Development – Knowledge of and ability to work with customers to assess needs and generate appropriate solutions to problems or identified needs.
Knowledge of tools and techniques for effective use of a broad range of factors, assumptions, frameworks and perspectives when solving problems.
Directly interacts with customers to learn of their concerns; analyzes reported customer concerns to determine the root cause of problem(s).
Ability to successfully research and resolve customer issues in an accurate, thorough and timely manner with minimal assistance.
Develops realistic potential solutions to address customer concerns; discusses potential solution alternatives with customers and Sales Reps.
Reviews and evaluates the costs of potential solutions; ability to assess risks, benefits and considerations of alternatives.
Ability to identify trends when issues arise and put corrective actions in place to prevent similar issues from reoccurring.
Knowledge of Product Line – Knowledge of full line of products and associated applications and uses.
Demonstrates a basic understanding of products and their applications to provide basic options and alternatives to customers.
Ability to recognize when assistance from Technical Support or Sales is necessary.
Ability to discuss features, benefits, pricing alternatives and delivery options for products.
Highlights key product and service differentiating factors versus the competition.
Demonstrates an interest in expanding personal knowledge through customer visits, attending vendor training, seminars or workshops, etc. to receive hands on training.
Effective Communication & Teamwork – Ability to effectively transmit, receive and accurately interpret ideas, information and needs through the application of appropriate communication and interpersonal skills.
Strong verbal and written communication skills.
Positive, customer care focus; strong interpersonal skills.
Ability to work in a team environment with a variety of individuals, including
Supply Chain team, Sales team, Operations, Drivers, Corporate staff, etc., in a constructive and collaborative manner; adapts interaction style to situations and people.
Contributes to creating a positive and motivating work environment.
Experience:
Required: High School Diploma, G.E.D. or equivalent
Preferred: Associates Degree in a business-related field
Requires a minimum of 3 years related experience and/or training in a non-retail customer service environment.
Experience in a business-to-business account support and distribution role strongly preferred.
Must be familiar with standard concepts, practices and procedures related to customer service.
Must be proficient in MS Office software, including Word and Excel; requires ability to learn internal database and software systems, i.e. MXP. Experience with Google sites, Gmail and Google Chrome preferred.
This position offers a competitive base salary.
Related to: Shipper, Manufacturer, Distributor, Distribution, Fulfillment, Supply Chain, Supply Chain Operations, Distribution Center, Fulfillment Center, Warehouse, Logistics, Customer service, client relationships, customer relationships, client growth, maintain clients, account maintenance, build relationships, grow clientele, grow business, RFP, RFQ, generate sales, Independent Contributor, Team Player, Individual Contributor, IC
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