Customer Service Representative

Position Summary: We are seeking a detail-oriented and customer-focused Customer Service Representative to join our team. This position is integral to maintaining our high standards of customer satisfaction. The ideal candidate will possess excellent organizational, data entry, and communication skills to provide outstanding service to our clients.

Key Responsibilities:

• Customer Service: Respond promptly to customer inquiries via phone, email, or chat, ensuring positive and professional interaction.
• Data Entry: Accurately enter and maintain customer information, orders, and service requests in company databases.
• Organization: Manage customer records, track interactions, and ensure all documentation is up-to-date and easily accessible.
• Problem Solving: Address customer concerns, resolve issues efficiently, and escalate complex cases to the appropriate departments when necessary.
• Special Pricing:  Coordinate special pricing with suppliers and customers to grow and maintain business.
• Order Processing: Coordinate entry of quotes, order entry, shipment tracking, and follow-ups to ensure timely delivery. Process quotes and orders with multiple special pricing agreements.
• Purchasing: Purchasing items on suppliers site and emailing purchase orders for drop ship sales orders.
• Communication: Liaise with internal teams to ensure customers receive accurate and timely updates on their requests.

Qualifications:

Experience: At least 2 years of customer service experience.

Skills:

• Proficient in data entry with exceptional accuracy and attention to detail.
• Strong organizational skills to manage multiple tasks and priorities.
• Excellent verbal and written communication abilities.
• Proficient in data entry and Microsoft Office.

Personal Attributes:

• Self-motivated and able to work independently.
• Problem-solving mindset with a focus on delivering solutions.
• Professional and customer-centric attitude.

Here are some of the decisions the customer service rep will be eventually responsible for making:

• Pricing, delivery, product selection, cross references, delivery, getting best price from non-distributed items
• Decides when an order can be placed due to customers account standing
• Decides what extra items to offer when selling products (cylinders need sensors, etc)
• Decides when to get a management/salesman involved
• Make Decisions on profit when customer asks for a lower price to be competitive within reason
• Decision to come up with alternatives, knowledge to offer product in inventory
• Increase inventory levels to meet customers need and demands
• Make decisions on drop shipping to save freight
• Make decisions to get an SPA to secure the customers business over the competition
• Decisions on where to purchase for lowest cost on items not distributed