What are the responsibilities and job description for the Customer Service Representative position at Capitol Wholesale Fence Co Inc?
Description
The Customer Service Representative is responsible for providing customer interface and provides a variety of services, solutions, support, and information in a manner that builds trust, confidence, and long-term business. The customer service representative is the primary internal customer point of contact for service, information regarding products, and customer complaints.
Schedule: Mon-Fri 7:30 AM-4 PM
Pay: $22-$25 an hr DOE
Requirements
ESSENTIAL JOB FUNCTIONS, DUTIES, AND RESPONSIBILITIES:
- Primary owner of day-to-day relationship with high-volume B-2-B customers, ensuring timely and accurate fulfillment of orders. Coordinates all activities with those clients with their assigned sales representatives and keeps the sales rep abreast of any issues, opportunities, and developments.
- Tracks and manages larger, multi-service-center orders with multiple SKUs and multiple delivery points over several dates. Advocates for the customer to internal operations leaders.
- Consult with customers to provide information about products or services, cancel accounts, or obtain details of complaints.
- Prepare quotes, promote solutions and services, process orders, arrange deliveries, invoicing, and process product returns. Acts as an internal sales representative to smaller customers.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Interacts with prospects to identify appropriate contacts, qualify and drive leads through the sales pipeline.
- Suggest new or additional services or products to customers based on their needs; identify and close additional purchases of products and services by customers' communities.
- Prospects qualify and generate sales within the company’s established trading partners. Responds to requests for bid and develops relationships such that Capitol Wholesale is informed about upcoming RFBs timely.
- Remains knowledgeable and up to date on changes and developments in the company’s B2B infrastructure.
Qualifications and Skills:
- 1-3 years of relevant experience.
- Proven customer support experience in a large-scale B-2-B environment.
- Ability to adapt/respond to multiple priorities with a calm and professional demeanor.
- Excellent communication skills, including phone etiquette and active listening, and excellent notetaking.
- The proven willingness and ability to rapidly and thoroughly learn new software, such as Microsoft products, ERP, and company-specific technology tools. Confident in one’s ability to continuously evolve with the role.
REQUIRED EDUCATION/CERTIFICATION:
- High School Diploma
- A two-year degree is strongly preferred
Salary : $22 - $25