Customer Service Representative

Description

Answers incoming calls along with live chat inquiries and e-mails from distribution partners, field sales representatives along with end user customers.

Responds to questions regarding product application, customer order status, product pricing and delivery timeframes.  Responds to expedite requests and documents customer complaints.  Acts as liaison between the customer and various internal departments.  Maintains appropriate reference materials. Provides CPI literature as requested.   Facilitates customer orders into ERP system and monitors EDI transactions.  Works closely with Technical Support to ensure customer receives appropriate information.  Maintains close working relationship with distributors and regional sales managers.

ESSENTIAL FUNCTIONS:
1.    Follows a call script while answering and documenting incoming calls and live chats while logged into the customer service phone pool.  Responds appropriately to various questions and requests while maintaining a courteous and professional image on calls.  Promptly and efficiently corresponds via e-mail in a professional manner utilizing CPI e-mail guidelines.  Refers qualified end user leads to distributors and sales managers.
2.    Responsible for providing availability and pricing for various customer types. 
3.    Verifies quote pricing, minimum order quantities and terms of order entry.  References quote numbers on sales orders.  Works with various CPI personnel, as well as distributors, to get expired quotes updated and new part numbers added to existing quotes.
4.    Acquires application knowledge for all CPI products, including new products.  Develops and maintains knowledge base of end user applications.  Participates in product training and completes  CPI’s Knowledge Vault training presentations.   Organizes and maintains catalog and product information sheets for quick reference.  Forwards information regarding custom application requirements to technical support team.   Accesses product designer tool to enter part number set-up requests.
5.    Provides support to  assigned RSM in region.. Develops and promotes strong partnership with assigned accounts and in a back-up roll, performs all functions to secondary accounts.  Provides order entry assistance and support to other CSR’s, as required.
6.    Utilizes ERP system to process orders, including, custom part orders, order changes, order cancellations, credits, debits, stock rotations, expedite requests and complaints in accordance with ISO procedures, guidelines and work instructions.  Organizes and maintains distributor’s contact information. .
7.    Collaborates as necessary, with multi-site departments and domestic contract manufacturers, to expedite orders and resolve customer issues.  Documents customer complaints with case entries and follows up with Misc. Shipper/Replacement for each registered entry if needed.
8.    Upon request, provides weights and dimensions.
9.    Audits and verifies pricing and total accuracy of order.  Responsible for researching, writing and inputting all credits and debits for assigned accounts. 
10.    Provides product data sheets via e-mail.  Assists customers with website navigation, online e-catalog and configurator, as required.  Utilizes configurator for cabinet pricing.
11.    Interfaces with multi-site shipping departments and domestic contract manufacturers.
12.    Complies with company safety rules and regulations.  Reports accidents or near misses immediately to team leader or Manager .  Takes a proactive approach to identify and eliminate safety hazards. Attends safety meetings and/or training programs.

ADDITIONAL FUNCTIONS:
1.    Participates in trade shows, as needed.
2.    Provides break support for receptionist as needed.
3.    Performs other related duties as assigned by management.
 

Qualifications

QUALIFICATIONS:

Core Competencies:
•    Ethics, Values, Integrity & Trust - Adheres and acts in line with CPI core values.
•    Functional/Technical Skills - Possesses a high level of skill, knowledge and ability in assigned functional area.
•    Safety – Complies with company safety rules and regulations.  Takes a proactive approach to identify and eliminate safety hazards.
•    Customer Focus - Gives high priority to customer satisfaction.
•    Interpersonal Skills - Uses diplomacy and tact.  Uses collaborative skills.
•    Action Oriented & Adaptability - Takes initiative; acts promptly; is proactive.
•    Ownership & Accountability - Proactively models, guards and demonstrates all of CPI’s core values.
•    Priority Setting, Planning & Organizing- Uses resources effectively and efficiently.
•    Problem Solving & Creativity - Uses logic and methods to solve problems with effective solutions.  Develops new and unique ideas.
•    Listening, Informing and Written Communications - Practices attentive and active listening.  Shares information.  Presents ideas and facts clearly and effectively in writing.

Technical Competencies:
•    High School Diploma.  Some college preferred.
•    One (1) year of customer service experience.
•    Computer skills: Microsoft Office.
•    Basic accounting principles.

PHYSICAL/ENVIRONMENTAL REQUIREMENTS:
•    Frequent sitting at desk.
•    May have to lift up to 25 lbs.
 

Pay Rate: $22.00 - $24.00  - The pay rate for this position varies based on the candidate's level of experience. 

Salary : $22 - $24