Customer Service Representative

Description

Customer Service and Sales Support Specialist 

Position Objective 

The Customer Service and Sales Support Specialist is responsible for ensuring exceptional customer satisfaction by efficiently resolving inquiries, accurately processing orders, and proactively supporting inside sales initiatives. This role involves managing specialized customer accounts, coordinating shipment tracking, and contributing to sales growth through lead generation and strategic sales support. The Specialist serves as a crucial point of contact for both existing and potential customers, ensuring seamless and professional customer experience in alignment with company policies and core values.

Key Responsibilities 

The following list of duties and responsibilities is not exhaustive and may be expanded as needed to accommodate business requirements. 

Customer Service (60%) 

• Work alongside the Customer Service Representative (CSR) team, collaborating effectively with outside sales representatives and other customer service personnel. 
• Maintain proactive communication with customers throughout the shipping process, providing tracking information and accurate updates on the status of open orders. 
• Manage pour-off requests, lab fulfillments, and other custom or small-batch orders promptly and accurately. 
• Administer specialized customer accounts as assigned, providing tailored attention and resolving complex inquiries efficiently.  
• Involved with inventory control for designated products, monitoring and tracking their production processes to ensure availability and accuracy. 
• Process customer orders by verifying product availability and pricing via telephone or electronic communication and confirm orders with field sales representatives to ensure seamless transactions. 
• Acquire and maintain a comprehensive understanding of multiple brand products to deliver consistent and informed customer service. 
• Ability to effectively manage in-house CRM system, Monday.com. 

Inside Sales (40%) 

• Identify and compile lists of prospective customers using diverse sources such as ad inquiries, trade shows, direct mail responses, aged leads, business directories, and other relevant data. 
• Develop, implement, and execute targeted inside sales initiatives aimed at driving growth and expanding the customer base. 
• Facilitate lead generation for outside sales representatives by researching and developing ancillary sales opportunities, addressing product inquiries, and enhancing customer engagement. 
• Engage confidently with customers to assess their needs, recommend appropriate solutions, and fulfill requests with a sense of urgency and professionalism. 

PM21

Requirements

Skills, Knowledge, and Abilities 

• Technical Skills:  
• Technical Proficiency: Advanced skills in Microsoft Outlook and Excel, with experience in ERP systems (BME knowledge preferred).  
• Demonstrated ability to analyze data for operational efficiencies. 
• Communication:  
• Strong verbal and written communication skills, capable of engaging with clients, customers, sales teams, and managers effectively. 
• Ability to communicate clearly and concisely to all levels of the organization. 
• Organizational Skills:  
• High attention to detail with strong organizational skills. 
• Ability to manage multiple projects simultaneously in a fast-paced work environment. 
• Interpersonal Skills:  
• Demonstrates a high level of customer service and problem-solving abilities. 
• Ability to thrive in team environments and contribute positively to the team’s success. 
• Physical Requirements:  
• Occasionally lift and/or move up to 10 pounds. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Cultural Traits 

• Passionate and positive “can do” attitude, willing to learn, teach, and act as a change agent within the company. 
• Self-motivated and driven to deliver great results and continuous improvement. 
• Models company Core Values in every aspect of the job requirements. 
• Approachable and customer-focused, demonstrating a proactive “get stuff done” mentality. 
• Thrives in group environments and easily adapts to change. 

Experience/Education 

• Required Qualifications: 
• High School Diploma. 
• 1–3 years of relevant experience or an equivalent combination of education and experience. 
• Preferred Qualifications: 
• Demonstrated experience in the manufacturing industry, with a focus on paint, coatings, or chemical sectors. 
• Proficiency with ZoomInfo, LinkedIn Sales Navigator and Monday.com is highly desirable. 

Salary : $55,000 - $65,000