What are the responsibilities and job description for the Customer Service Representative position at GCM Gofer Parts Total Service Solutions?
Customer Service Representative (National Accounts)
Summary/Objective
The National Customer Service Representative will have a strong command of the company’s customer service policies, and be well trained in product knowledge that can be critical for offering quick and accurate assistance to customers. The National CSR will provide customers with expert assistance with a wide variety of questions and problems pertaining to the parts needed. This position is responsible for building ongoing business relationships with our customers through repeated contact and consultation because customers rely on the National CSR expertise and timely communication especially during costly equipment breakdowns. The National CSR will quickly and efficiently source the correct parts and solutions for all national accounts when called upon via phone, email, chat or team meetings to the satisfaction of the customer.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Greet all customers warmly and ascertain reason for call including identification of situations that need to be escalated.
- Process all requests from accounts identified as “National” (quotes, orders, rma’s credits, cases, expedites emails & calls)
- Manage National Customer’s Portal - update delivery and order status
- Manage National accounts Netsuite Database (contacts, phone numbers, email, web links, custom pricing)
- Review and approve National account web orders - communicate issues to sales manager or customer
- Process incoming territory account orders via email and fax - communicate issues to the assigned rep
- Review national accounts, open estimates, send reminders for approval requests to customers.
- Act as call queue overflow for incoming calls and assist customer inquiries
- Input payment information and other pertinent data such as full customer profile including current contact information into CRM Database.
- Keep accurate records of customer interactions, transactions, comments, and actions to be taken within CRM Database to ensure accurate documentation and Customer Profiles.
- Work effectively in a team environment to meet business goals and objectives.
Competencies
- Customer/Client Focus.
- Detailed Data Entry.
- Recordkeeping/Follow-up.
- Time Management.
- Communication Proficiency.
- Teamwork Orientation.
- Technical Capacity.
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type and Expected Hours of Work
This is a full-time hybrid position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5:00 p.m.
Travel
No travel is expected for this position.
Required Education and Experience
Education: High School Diploma.
Experience: Knowledge and experience with computer CRMs, answering incoming calls, customer service and recordkeeping.
Preferred Education and Experience
- Demonstrated passion for excellence with care for all customers.
- Ability to communicate clearly and professionally both written and verbal.
- Strong decision making and analytical skills.
- Strong detail orientation and listening skills.
- Possess a strong work ethic and team player mentality.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Job Type: Full-time
Pay: $16.50 - $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
- Work from home
Shift:
- 8 hour shift
Work Location: Hybrid remote in Blackwood, NJ 08012
Salary : $17 - $18
