What are the responsibilities and job description for the Customer Service Representative II position at Merrill Millwork?
Merrill Millwork, an established manufacturer of PARK-VUE Patio and Entrance Doors, is in search of a Customer Service Representative II. Do you thrive in a team focused, metric driven, fast paced environment with new and expanding market share? With new, innovative product lines marked by operational excellence because of a continuous process improvement mindset? If yes, please submit your resume and let’s talk! Come grow with us!
The Customer Service Representative II plays a vital role in the following:
Order Intake and Processing: Receive and process customer orders via Price-Vue, phone, email, and in-person, ensuring all necessary information is accurately captured. Send out price books, brochures and stain samples to customers.
Quote Conversion: Convert customer quotes into sales orders, ensuring all details are correct in Price-Vue and/or Quickbooks, then communicate effectively to key departments, teams, and individuals. Follow up on active quotes by probability to convert in order to achieve Weekly Order Intake Plan.
Customer Support: Address customer inquiries and resolve issues related to orders, products, and services in a timely and professional manner. Develop and roll out an electronic pricing campaign for all customers.
Documentation: Maintain accurate records of customer interactions, orders, and feedback in the Price-Vue and/or Quickbooks.
Collaboration: Work closely with sales, production, and shipping departments to ensure seamless order processing and delivery.
Reporting: Develop and implement SOP for the CQR (Customer Quality Report) – write up and distribute the CQR for product CQRs, send along troubleshooting guide. Generate and analyze reports using Excel to track sales performance, customer feedback, and order status.
Training: Assist in training new team members on customer service protocols and the use of Price-Vue.
This position requires a High school diploma or equivalent; associate degree or higher preferred.
- Minimum of 2 years of experience in customer service or sales, preferably in the manufacturing or construction industry.
- Knowledge of wood and aluminum clad patio doors and windows manufacturing a plus.
- Demonstrated excellent analytical, computerized business platform (cloud) systems, troubleshooting, problem-solving experience and skills.
- Ability to work independently and manage multiple tasks simultaneously.
We are an Equal Opportunity Employer offering competitive wages and benefits (health insurance, vision/dental, short-term disability, and various voluntary products).
Job Type: Full-time
Pay: From $20.00 per hour
Schedule:
- Day shift
- Monday to Friday
Work Location: In person
Salary : $20