IB REP III, CUSTOMER SERVICE - Full-time / Part-time

Interline Brands, Inc. (“Interline”) is among the nation’s largest distributors and direct marketers of specialty maintenance, repair, and operations (MRO) products, both branded and private label.  In 2015, Interline was acquired by The Home Depot®.  It stocks more than 100,000 plumbing, janitorial, electrical, hardware, heating, ventilation, and air conditioning (HVAC); and other MRO products, from more than 3000 suppliers worldwide. Products and value-added services are sold to more than 175,000 active customers, including facilities maintenance customers, professional contractors, and specialty distributors.

Key end-markets include multifamily housing; health care institutions; educational organizations; lodging; plumbing, mechanical, and HVAC contractors; locksmiths and hardware stores. The company operates more than 70 distribution centers / branches and four regional replenishment centers across the United States, which facilitates reliable same-day or next-day delivery service to 98% of the U.S. population.  Interline employs a multi-dimensional sales model to drive market share gains, utilizing the following primary channels: field sales representatives, telesales and direct marketing including online websites, catalogs, business-to-business selling portals, and fliers. With a unified operating platform, the company can sell the same product to various customers utilizing different pricing schedules and different service models, depending on the needs of each customer.

If you want to join a dynamic organization where leadership strives to put their best foot forward with their employees and their clients, come join the Interline Team

POSITION PURPOSE

The main responsibility of the Customer Service Representative is to provide accurate support for the client, vendor, and all other parties involved. 

Maintain a positive, flexible outlook, allowing for growth of the organization. Be the face and voice of this company and listen carefully to what the customer is saying while maintaining a polite and helpful attitude. 
Handle a variety of contacts in a fast paced customer driven Call Center Environment. Associates are the first point of contact for our Customers and/or Sales Associates via Fax, Email and Calls. You must be able to multi-task while understanding the intricacies of processing orders, returns, complaints, tracking of orders and/or general questions. Customer experience is a top priority and an absolute focus.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
40%- Receive incoming calls, faxes or emails to place orders, process returns, answer product questions,provide order status and/or route customer to appropriate Department or Sales Professional. 
15%- Handle customer complaints utilizing tools, training and problems solving skills as well as de-escalation techniques, conflict resolution skills and professionalism 
15%- Provide helpful, professional, courteous assistance to all customers (Internal and External). 
10%- Provide knowledgeable insight and information about our products by utilizing tools such as catalog and website. Upsells to Customers as designated. 
10%- Interacts with other departments to resolve billing and shipping issues. 
10%- Performs other clerical duties as assigned. Performs special projects as assigned.
NATURE AND SCOPE
Reporst to SVP of Customer Service. No direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Conditions could produce mild discomfort on occasion.
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 2 years 
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:
 2 years of Call Center and/or Contact Center experience required. 
- Must be PC literate and be proficient in typing as well as comfortable navigating a computer keyboard 
- Must have strong desire to help customers, work well under pressure and maintain a courteous, professional demeanor at all times. 
- Ability to learn and retain new information.
Preferred Qualifications:
Data Entry (5000-6000 key strokes per hour)
Knowledge, Skills, Abilities and Competencies:  
-Ability to handle multiple tasks 
- Strong follow up & problem solving skills