SUMMARY:  The Customer Service Representative is the first line of contact for customers and is key to representing the company in an efficient, knowledgeable, and professional manner.  This role supports the sales team by providing product information, accurately entering orders, assisting with any order issues and building and maintaining customer relationships. 

ESSENTIAL DUTIES:

The requirements listed below are representative of the essential duties required of the Customer Service Representative: 

• 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, so as 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 in an effort 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.
• 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.  

WORK ENVIRONMENT:

The work environment is a typical office setting utilizing common business machines and computer equipment.  May be occasionally required to lift boxes of catalogs, files or parts up to about 15 pounds.  During routine trips through the manufacturing plant and warehouse, may be exposed to warmer or cooler temperatures, loud machinery noises and the smell of hot nylon plastic.