Customer Account Representative

The Customer Account Representative provides sales and service support to customers and outside sales representatives within assigned territory, taking proactive measures regarding the order quotation, placement, delivery, and payment processes.

Compensation Data: Non-exempt hourly pay based on experience.

Travel: Minimal

Location/Schedule: Onsite in Kalamazoo, MI. M-F, 8-5 with flex

Key Responsibilities:

1. Responds to inbound phone calls, emails, or website queries from customers, evaluates their needs and determines appropriate actions while taking responsibility for a timely response.

2. Prepares sales quotations and processes sales orders and customer order pickups, ensuring product availability and location, freight requirement, bill of lading exception, delivery minimum and pricing.

3. Processes credit card payments prior to releasing order for shipment. Assist customers with product returns and payment credits.

4. Reviews open order report daily to make sure customers’ orders are shipping and advise customers on delays.

5. Provides effective follow-up contact with customers. Assesses the customer’s satisfaction with the product and service provided. Works with internal departments to resolve customer issues promptly.

6. Performs upsell or outreach to customers: Advises customers of complementary product offerings or substitutions, communicates programs and discount opportunities, encourages customers to attend BFG annual EXPO events, and is proactive in securing annual customer orders.

7. Prospects for new business by phoning potential or inactive customers to understand their needs and provide product solutions.

8. Participate in ongoing training and workshops and attend networking events to develop and maintain an understanding of industry trends, product knowledge, and network.

9. May load and deliver product locally to customers when normal pickup or other delivery options are not available.

What you will need to succeed:

Education & Qualifications:

• Bachelor's degree in business or related field preferred
• A knowledge of product lines and industry experience (Hydro, Grower, Lawn & Garden) preferred.
• A minimum of 2-3 years of proven experience in customer service or inside sales.

Competencies:

• Experience in a wholesale distribution business-to-business environment is helpful.
• Interpersonal and customer service skills to ensure positive interactions with customers.
• Critical thinking skills to diagnose problems and recommend effective solutions.
• Good organizational skills and the ability to multi-task.
• Good listening and communication skills.
• Teamwork skills to collaborate with representatives and coworkers in other departments.
• Excellent Excel and general computer skills. (Microsoft Excel and Microsoft Word).

Why Join BFG Supply:

• Medical, Dental, Vision and Prescription Drug Insurance Coverage
• HSA or FSA with employer contribution
• Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits
• FMLA, AD&D, Voluntary Benefits, EAP, Teladoc
• 401(k) Contribution Matching Program
• Paid Vacation and Holidays

Our Commitment and Difference:

BFG values ongoing improvement and growth, not only for our individual team, but also for our entire organization. We foster a culture that promotes learning, innovation, development, and the relentless pursuit of excellence in all aspects of our business. We are a fast-growing company, integrating the latest systems and technologies to streamline our internal operations and elevate the total customer experience.

Founded in 1972, BFG Supply has a long history of serving the Green Industry including Professional Grower, Independent Lawn & Garden, Controlled Environment Agriculture and Hydroponic industries. As an established industry leader, BFG provides the highest levels of customer service, the broadest product range, and innovative technology solutions. BFG is a true single source supplier for all your Green Industry needs from watering tools and control solutions to multi-acre fully integrated professional greenhouse structures. In a world full of change you can take comfort in knowing that BFG Supply is focused on caring for your business needs. We look forward to providing the best customer service in the industry and supporting the growth of our customers.

BFG Supply Company is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

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