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 DUITES:

• Accurate order entry and processing, track order status, expedite as necessary to ensure on time delivery.
• Service existing accounts, enter orders and establish new accounts by planning and organizing daily work schedule to call on existing, past or potential new customers.
• 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.
• Interacts daily with Regional Sales Managers (RSM’s) and sales representatives regarding customer opportunities, orders and issues.
• Follow up on lost business and reactivate dormant accounts.
• Develop new business opportunities and sign on new accounts.
• Build and maintain loyal customer relationships.
• Qualifies 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.
• Research prospective clients through several strategies including: Internet, trade show lists, referrals, and professional directories.
• Assist in business development activities i.e., direct mailings, samples and follow up calls.

MINIMUM EXPERIENCE & SKILLS REQUIRED:

Associates degree and/or 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.  Excellent attention to detail, strong organizational skills and ability to work independently and as part of a team.  Effective time management and follow up skills, good written and verbal communication skills and strong telephone skills.  Experience in Windows environment (MS Office Suite).  Experience with ERP software, preferably IQMS, helpful.     

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.