Customer Service Representative

Rapidly-growing, financially stable industrial products manufacturer/distributor in Norwalk, CT is seeking a proven Customer Service Representative to join our team. If you like helping others, enjoy solving problems, and want to work with customers that love our products, come join us! In this role, you will have the following responsibilities:

• Answer and make telephone calls (inbound/outbound)
• Handle customer inquiries, RFQs and RFPs, working our sales people and sometimes independently
• Provide information about the products, check stock level and provide ship dates
• Capture daily orders from our website and coordinate shipments with our warehouse
• Handle order revisions and cancellations, while communicating professionally with customers
• Enter orders into accounting systems
• Create shipping documents and labels
• Schedule and expedite shipments
• Build relationships with customers to develop loyalty
• Communicate with Customer Service peers and escalate issues as needed
• Troubleshoot and resolve product issues and concerns
• Document and update customer records in CRM, based on interactions
• Develop and maintain knowledge of products
• Collaborate across departments to ensure customer needs are satisfied
• Make suggestions to enhance service processes
• Emailing, faxing and filing
• Other administrative duties, as required

Note: This is a small office that requires teamwork and collaboration to get the job done, so carrying this mindset and attitude are critical!

Job Requirements:

• Customer Service experience in an office setting
• High ability to multitask and prioritize, while focused on accuracy and attention to detail
• Strong ability to build rapport with customers and colleagues
• Strong problem-solving skills (with minimal direction)
• Learning quickly, especially new processes and systems
• A professional attitude and manner of conduct
• Positive demeanor and high EQ
• A 'can-do' attitude and the ability to work in a fast-paced environment
• Proficiency in computer-related tasks, especially Microsoft Office Suite, most notably Word and Excel
• Excellent communication skills, verbal and written

Qualifications (preferred):

• Previous experience in customer service, sales, or other related fields
• Experience with Industrial Products or a setting with multiple SKUs (stock keeping units)
• Experience with accounting packages (Navision, QuickBooks, Sage, NetSuite, etc.) and CRMs
• Familiarity with EDI (electronic data interchange)