Customer Service Representative Specialist

CSR Specialist

Under minimal direction, the CSR Specialist is responsible for calls of a non-routine nature that require deviation from standardized procedures. This role handles situations that may require additional research depending upon customer response. The CSR Specialist has extensive knowledge of the company's products and services or industry. This role ensures customer expectations are accurately determined and are fully met. The CSR Specialist develops and broadens relationships within customer organization to fully understand needs and wants. The CSR Specialist functions as the inside half of the sales team to ensures transactions are error free, and provides guidance and technical advice to less experienced Customer Service Representatives.

Job duties include:

1. Responding to customer inquiries, providing quotes and taking customer orders via telephone, fax, email, electronic methods or walk-in (counter sales). Due to experience & training, may handle the most complex inquiries.
2. Relating to all technical customer support activities within the business, call center, field, and business processing. Performing various business support activities including identifying, enhancing, and following specific processes and procedures to maximize the efficiency of the business. Serving as a Subject Matter Expert on one or more technical products.
3. Proactively generating sales by actively promoting Motion's products to existing customers. Responsible for selling Motion's products and services by understanding customer needs and meeting their requirements.
4. Influencing Motion's Gross Profit through negotiating the sale price and purchase price within certain parameters. May adjust non-contract customer pricing to meet the demands of the customer based on competition, while maximizing the profit for Motion.
5. Maintaining effective relationships with current and potential customers, ensuring customer queries resolution, ensuring billing and collection and facilitating customer requests in efficient and timely manner.
6. Ordering items to ensure appropriate inventory levels are maintained for customers.
7. May place orders without approval for orders up to $25,000 per line and $50,000 per Purchase Order.
8. Expediting backorders. May pull inventory and prepare order for shipment to customer.
9. Responsible for sourcing products in branch inventory, Distribution Center inventory or supplier inventory.
10. Determining the most cost effective method to fulfill customer orders.
11. May handle customer returns.
12. Partnering with Account Representatives to ensure customer satisfaction.
13. Providing coaching, guidance and direction to less experienced Customer Service Representatives.
14. Assisting less experienced Customer Service Representatives with addressing customer needs; especially technical expertise in a particular specialty.
15. Performing other duties as assigned.

Education & experience typically requires a bachelors degree and three (3) years of related experience or an equivalent combination.

Knowledge, skills, abilities include:

• Reliability, organization and attention-to-detail required.
• Excellent communication skills including written, verbal, and listening.
• Ability to multi-task and time management skills required.
• Excellent computer skills.
• Strong negotiation skills.
• Specialty product knowledge from previous warehouse and inside sales experience required.

Physical demands include:

Licenses & certifications: Excellent driving record preferred. All company vehicles are subject to continuous video monitoring.

Supervisory responsibility: No supervisory responsibility.

Budget responsibility: No.

Company information: Motion Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.

Disclaimer: This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and skills required. Management retains the right to add or modify duties at any time.