What are the responsibilities and job description for the Customer Service Rep II position at Cross Technologies Inc.?
JOB SUMMARY:
Maintain superior customer satisfaction while working with the account managers to support sales at the highest attainable gross margin. Demonstrates professional conduct in all interactions. Respond to email, fax, and telephone inquiries from customers about product availability, costs, and related information. Process customer quote requests, orders, repairs, returns, and expedites. Provide technical support on low to mid level technologies as appropriate.
MAJOR JOB RESPONSIBILITIES:
1. Build solid customer relations by accurately processing orders received by phone, fax, and mail.
2. Respond to telephone inquiries about product availability, cost, order terms, and related information.
3. Maintain knowledge of vendor catalogs, websites and order requirements.
4. Continuously improve vendor knowledge to become recognized by customers as being proficient in vendor policies, processes, and procedures.
ADDITIONAL RESPONSIBILITIES:
A. Customer Service: Process customer orders to meet company performance matrix guidelines. Expedite open orders and provide delivery information for customers. Respond to inquiries about technical services and product training, product availability, pricing, credit terms, FOB terms, delivery, product selection, & related information. Process customer repairs and returns requests in a timely manner. Take inbound calls and process requests from assigned accounts as well as overflow. Issue quotes and follow all approval requirements. Aptitude of being able to navigate vendor websites and/or software capsules. Understand the needs of assigned accounts and process requests accordingly. Maintains rebates and price records for assigned accounts.
B. Other:
1. Communicate all significant customer and supplier issues to management.
2. Travel to corporate offices, customer locations and events as required.
3. Perform various, miscellaneous tasks and projects as directed.
POSITION SPECIFICATION:
A. Education and Experience.
1. Minimum 2 years college and 2-3 years industry-related experience, prefer at least one year being customer service related or
2. Minimum 4 years industry-related experience, prefer at least one year in sales or two years in customer service or
3. Minimum 5 years as Inside Sales/Customer Sales Specialist/Customer Service Representative at Cross.
B. Knowledge Required:
1. Above average knowledge of customer service principles
2. Above average math and problem solving skills.
3. NetSuite literate – able to enter sales orders, quotes, purchase orders, kits with minimal supervision.
4. Above average knowledge of types of products sold by the Automation Group of Cross Company. Able to cross-reference and specify low-to-mid-tech products for customers.
5. Computer literate – Microsoft Office and other.
C. Specific Attributes:
Caregiver (follows through, pays attention to detail, assumes personal responsibility).
Excellent telephone communication skills (excellent listening skills, quality phone voice).
Ability to work well with broad spectrum of personality types.
Ability to handle stressful situations positively.
Function well in a team environment.
Effective communicator.
Self motivated in an independent environment (high productivity).
Customer Focused.
Good negotiation skills.
Organized.
Excellent keyboard skills – speed and accuracy.
Team Player – interacts well with customer service team and field sales.
