DC Customer Service

Key Responsibilities

• Answer general questions, provide education, and offer service to customers in a professional and courteous manner with 100% first call resolution and customer retention focus.
• Handle, research, and resolve phone inquiries/requests from customers
• Use Microsoft Programs and client specific computer systems and databases to review accounts and update data with accurate information.
• Track and document customer contacts into customer relationship management applications and systems, to including typing clear and concise notes for each action taken.
• Obtain and verify information by phone or online, using professional and courteous phone techniques.
• Complete all follow-up work related to customer inquiries
• Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs
• When circumstances dictate, communicate with appropriate offices for follow up.
• Maintain strict confidentiality with customer account information.

Qualifications (Knowledge/Skills/Abilities/Experience)

• Minimum 2 years of experience providing operations, sales and customer service support in a sale, retail or distribution environment.
• Detail oriented and self-starter.
• Ability to maintain a professional work environment at all times.
• Excellent interpersonal communication skills.
• High school diploma, general education degree or equivalent
• Ability to flex into the Warehouse as needed by Operations Team
• Knowledge of relevant computer applications, i.e., Outlook, Excel, etc.
• Forklift experience a plus.
• Building and product knowledge a plus.

Working conditions (Branch/DC Positions)

• Work in enclosed offices, partially enclosed warehouse spaces
• Occasionally outdoors in all weather conditions, including hot, cold, wet / dry weather
• Moving over and/or around obstacles on the ground, and working in the vicinity of operating forklifts
• May also include occasional visits to the business locations of customers (when directed by DC Management).

Physical requirements (Branch/DC Positions)

• Stand, use hands, and reach with hands and arms.
• Walk, stoop, kneel, crouch, or crawl.
• Sit, climb or balance.
• Lift and/or move up to 110 pounds. Specific vision abilities required by this position includes close vision, peripheral vision, and ability to adjust focus.
• Exposure to moving mechanical parts.
• Occasionally exposed to fumes or airborne particles.
• May be exposed to a wide range of temperatures.
• The noise level is usually loud.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Emser is an equal opportunity employer and prohibits discrimination and harassment of any kind. Emser makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Emser wants to have the best available people in every job. Therefore, Emser does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department.