Customer Service

Customer Service Representative

The Customer Service team is responsible for providing exceptional customer service and support to core accounts and the Sales department. This will include generating quotes, directing/taking incoming calls, providing follow up with customers, maintaining customer relationships and answering questions, researching products and pricing, proactively make sales calls to customers suggesting add on sales. They will also respond to website sales inquiries and share leads with sales team. They will also perform and review various reports with accuracy to maintain customer business. Essential Duties and Responsibilities: Provide exceptional customer service to all internal and external customers Field incoming calls to assist with product research and pricing, quote generation, order creation and confirmation, tracking shipments, backorder information and open order processing Create accurate orders in ERP system providing customer with order confirmation Communicate with vendors and purchasing to maintain inventory of products for orders and stock quantities Assist with Ecommerce ordering creating quick lists Handle customer complaints with regards to orders/products that are missing, delayed or damaged Work with vendors to determine accurate lead times for products that are not in stock Enter contract pricing or special pricing for products as applicable Help sales in creating sales value document Review various reports such as GM, Open Order edit list, price override, etc. resolve discrepancies, and report back to Customer Experience Manager Assist in On-boarding and Off-boarding customers Complete bid package proposal for customers using company standardized quote package template Other Responsibilities: Assist billing as needed by sending invoice copies and answer simple billing inquiries Serve as back up for Counter Sales when needed Perform other job duties as assigned by supervisor. Complete required vendor training modules, such as Miller Masters, Hypertherm Sales Pro, Lincoln, etc. and participate in onsite Vendor training sessions