Customer Service Rep

ESSENTIAL DUTIES: Accurately enter and process orders, track order status, and expedite as necessary to ensure on time delivery. Service existing accounts by regularly communicating with specified contacts and checking with them for any potential needs, to build and maintain loyal customer relationships. Help establish new accounts by planning and organizing daily work schedule to allow for opportunity to call on past or prospective new customers for current or future needs.

Responsible to ensure customer retention and growth through strong relationship management metrics. Present products effectively, up-sell and cross sell additional products as appropriate and generate referrals when possible. Interact daily with Regional Sales Managers (RSM’s) and sales representatives regarding customer opportunities, orders, and issues. Follow up on lost business to reactivate dormant accounts.

Qualify customer RFQ’s to ensure accurate cross-referencing, UOM and prospective package is ready for hand off to shipping department. Forwards quotations to customer as required. Completes initial lead follow up and communicates results to RSM, Marketing and appropriate management. Maintain customer information as needed for contacts, routing etc. Assist in business development activities i.e., direct mailings, samples and follow up calls.

Quality is everyone’s responsibility. Other duties as assigned. MINIMUM EXPERIENCE & SKILLS REQUIRED: Associate degree and 3 years customer service or inside sales experience, OR equivalent combination of education and experience. Must be able to fluently read, write and speak English. Proficient typing skills/experience, solid computer skills and experience in MS Office Suite. Excellent attention to detail, strong organizational skills and ability to work independently as well as part of a team.

Effective time management and follow-up skills, good written and verbal communication skills and strong telephone skills. Experience with ERP software, preferably IQMS.