Customer Service Rep
01440 , 01420 Gardner, MA 01440 US
Job Description
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.
Additional Information
At HW Staffing Solutions we recognize the value of our employee associates as equally as our clients. We are passionate about people and improving the lives of every associate, we do this by connecting you with great companies and great opportunities. We celebrate our awesome diversity, believe that everyone has a unique talent, and appreciate the passion and perspectives that each of us bring to the table. Discover a new way to work together with a company that is focused on offering the best opportunities, benefits and career advancement in Accounting & Finance, Office & Administrative, Light Industrial, Professional & Technical, Call Center, Food Processing and Hospitality. HW Staffing Solutions is an Equal Employment Opportunity company.
Meet Your Recruiter
![](https://cdn.haleymarketing.com/images/team-members/101807/thumbs/teammember_thumb_small2x_square-B1276A6A-303B-3FCE-BF8C-CAA8F7FAF82A.png)
Janet Valentin
Branch Manager
Branch Manager out of the Fitchburg Ma.
I have been with HW Staffing for 4 Years.
In the staffing field for a total of 11 Years, specializing in Light Industrial & Manufactory
Experience in Branch Manager/Recruitment/On-Site Management/Senior Account Manager.
My passion is to help people and make sure all is successful at the end of the day.
Coming Together is a beginning, Staying together is a progress, and working together is A SUCCESS!