What are the responsibilities and job description for the Customer Service Representative position at RELIANCE WORLDWIDE?
POSITION SUMMARY:
A Customer Service and Sales Customer Support Representative‘s job is primarily to assist in customer inquiries, concerns and requests regarding products and services either by telephone and/or electronically.
PRINCIPAL RESPONSIBILITIES
- Serves as a direct contact for a given territory, channel or region but may also take on tasks outside of assigned area
- Respond promptly to customer inquiries
- Handle and resolve customer complaints
- Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints
- Process orders of all types
- Process Warranty and Courtesy Replacement orders
- Record customer calls and emails into our Customer Relationship Management (CRM) system pertaining to inquiries, comments and complaints
- Record details of actions taken
- Communicate and coordinate with our Internal Sales Representatives (ISR)
- Communicate directly with our Manufactures Rep Agencies
- Support assigned Inside Sales Team members and assist/provide back up in those efforts as a part of the function of this role
- Other duties as required
ESSENTIAL FUNCTIONS:
- Ability to work in a team environment as well as being a self-starter of improvement projects
- Exceptional verbal and written communication skills
- Exceptional troubleshooting skills
- Must be able to communicate effectively, both verbally and in writing
- Must have the ability to work well within a business environment and the ability to multitask
REQUIRED QUALIFICATIONS:
Education: HS Diploma required, some college preferred
Experience:
- Must be proficient in Microsoft Office Programs including Word, Excel and Power Point
- Experience in Business Management Software (i.e. SAP) is preferred but not require
- Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners.
- Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions.
- Have experience and the ability to multi-task and work independently in a fast-paced environment and have strong analytical and problem-solving skills.
- Ability to offer prompt, effective support to warehouse, plant and corporate office environments.
