Customer Service Associate

CRESTON INDUSTRIAL SALES

Customer Service Associate

Job Details:

FLSA Status: Non-exempt Expected Hours: Full time EEO Class: Admin Support

Department: Inside Customer Service Sales Reports To: Operations Manager

Work Schedule:

The position requires full time work of 40 hours per week during regular business hours with required flexibility from the employee to work extra hours to complete work when needed.

Objectives:

This position works on the inside customer service team to support the outside sales team and serve the customer directly to help fulfill customer orders, develop customer relationships, generate quotes and orders in a timely manner, interpret technical requirements, and provide technical tooling and other product information.

Primary Responsibilities:

• Understands and achieves customer service objectives and goals
• Completes quotes and orders to meet customer needs
• Serve as primary point of contact for the customer and outside sales
• Utilizes the company ERP and CRM systems and accurately enters and processes data
• Works closely with outside sales reps to ensure complete customer satisfaction
• Supports sales and customer service by building customer rapport, providing technical information and explanations, and preparing quotes
• Fills orders by transferring orders to fulfillment, creates necessary purchase orders, communicates the expected delivery date and explains stock-outs
• Identifies and performs problem-solving when issues arise and provides updates to customers
• Coordinates with internal departments such as finance, warehouse, and others
• Complies with customer records, pricing agreements, and contract documentation
• Tracks orders and quotes and ensures timely communication for on-time delivery of products
• Develops accounts by checking customer's buying history, suggesting related and new items, and explaining technical features
• Maintains and improves quality results by following standards and recommending improvements
• Handles and deescalates customer service concerns
• Updates job knowledge by studying new product descriptions and participates in educational opportunities
• Accomplishes department and organization goals by accepting ownership for new and different requests and exploring opportunities to add value to job.
• Participates in industry training classes to gain knowledge and develop best practices
• Perform other duties when necessary

Qualifications & Requirements:

• High school education or equivalent
• Strong verbal and written communication skills
• Detail-oriented and well-organized
• Customer service skills
• Motivation and skills to make sales goals with prospecting and closing skills
• Technical understanding and ability to become expert on product and services
• Ability to build rapport and relationships
• Data entry skills
• Professionalism

Required Competencies & Behaviors:

• Customer Service - Responds promptly to customer needs and fulfills commitments
• Interpersonal Skills - Is respectful and able to relate well with others
• Oral Communication - Responds well to questions; demonstrates ability to convey message
• Written Communication - Able to read, interpret, and convey information effectively
• Teamwork - Able to work effectively on a team, giving and welcoming feedback
• Analytical - Uses facts, intuition, data, and experience to make decisions
• Problem Solving - Gathers & analyzes information; identifies & resolves problems
• Technical Skills - Pursues training and development; shares expertise with others
• Change Management - Is open to change and supports others affected by change
• Cost Consciousness - Uses organizational resources wisely and effectively
• Diversity - Shows respect and sensitivity towards differences of others
• Ethics - Works with integrity and performs work honestly
• Organizational Support - Follows policies & procedures; supports organization's goals & values
• Strategic Thinking - Adapts strategy to changing conditions
• Judgment - Exhibits sound decisions; explains logic and involves others
• Motivation - Demonstrates desire to succeed and achieve excellence
• Planning/Organizing - Prioritizes work activities; manages time; sets goals and action plans
• Professionalism - Approaches others in a tactful manner; reacts well under pressure
• Quality - Demonstrates accuracy & thoroughness; looks for ways to improve quality
• Adaptability - Adapts to change; able to deal with change, delays, or unexpected events
• Attendance/Punctuality - Is consistently at work, meetings, appointments on time
• Dependability - Follows instructions and completes work as directed
• Initiative/ Resourceful - Asks for help and finds answers when needed
• Design - Generates creative solutions; uses feedback to modify designs; has attention to detail

Physical Requirements:

The physical demands described below are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: sit and stand optional, reaching, lifting up to 10#'s, seeing, hearing, speaking, concentrating, thinking, adding, use office equipment.

Compensation Structure:

$ 18-20 per hour

Benefit Eligibility:

After 30 days

X Medical insurance (ACA) assistance

X Health insurance concierge

X Company-sponsored dental

X Vision

X Life insurance

X Short-term disability

X 401krRetirement