Customer Service Representative

Job Purpose

A liaison between Outside Sales Representative and Production, the CSR is an Inside Sales Support to Outside Sales Reps; ensuring customer’s needs are met regarding orders. This includes answering inquiries on orders, pricing, product, and problem resolution.

Responsibilities and Duties

• Provides in-house support for sales team when a customer requires information or assistance
• Maintains quality customer relations using strong interpersonal communication skills
• Answers customer’s phone calls promptly, efficiently, and with courtesy
• Ensure all customer requests are dealt with in a prompt and friendly manner, following up with them at key points (ex. Reply to them before the day-end, and let them know you are currently working on a solution – providing them with realistic timelines)
• Address customer concerns and enquiries with respect to product and delivery; ensure the customer is receiving the product they have requested and on time (Enter their requests promptly, ask for assistance if a “rush order” is required), perusing the confirmation
• Inform the Outside Sales Representative if you have provided a service to the customer that they should be aware of – this is to maintain communication between the CSR and Outside Sales Rep to ensure consistent service
• Notify the Scheduling Department of any changes or updates to customer delivery schedules
• Rectify customer complaints in a quick manner; keeping customer satisfied with overall service
• Report any customer dissatisfaction/trends to Customer Service Manager for further review
• Maintain business files including binder information, addresses, customer name, builder profiles, etc.
• Maintain accurate specification sheets (daily), confirm shipping schedules including calling customers every morning
• Complete requests for product returns, bringing these requests to the Sales or Customer Service Manager for approval
• Ensure Purchase Orders once received are properly priced and signed
• Ensure deposits and balances are collected before the product is shipped; provide a copy of the Purchase Order to the customer once complete
• Provide support to other CSR’s as needed and as business demands
• Cover reception desk / switchboard as needed
• Other duties as assigned by Management

Qualifications and Skills

• College education preferred
• Ability to read customer orders

Skills Required
• Professionalism Both in Person and Over the Phone
• Ability to Use Microsoft Office
• Excellent Attention to Detail
• Keen Listener with a Customer Focus
• Strong Organizational Skills
• Excellent Communication Skills and Ability to Inform Others
• Works Well Under Pressure
• Diligent and Attentive
• Ability to Multitask

Physical Requirements
• Must be able to sit for extended periods
• Must be able to lift various size items ½ lb to 20 lbs

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