Customer Service Representative CSR

Summary:

·         A Customer Service Representative (CSR) serves as a vital link between the company and its customers. The CSR is responsible for providing accurate and efficient product/service information, addressing inquiries, and resolving any issues that may arise. This role involves creating quotes, entering orders, and managing priorities across various communication channels to ensure customer satisfaction and seamless service delivery.

Responsibilities:

·         Develop a deep understanding of the company’s products and services.

·         Maintain a positive, empathetic, and professional attitude with customers.

·         Ensure accuracy and attention to detail when creating quotes and entering orders.

·         Maintain organized and detailed records of cost estimates and supporting documentation.

·         Collaborate with the Technical and Engineering team on custom and special orders.

·         Handle high volumes of quotes and orders, meeting tight deadlines.

·         Process rush orders or urgent customer requests.

·         Confirm product availability and delivery dates to customers.

·         Provide detailed information about product specifications, features, and uses, and assist customers in choosing the right products for their needs.

·         Educate customers on the proper use, maintenance, and troubleshooting of products.

·         Manage large numbers of incoming calls.

·         Handle customer complaints, promptly provide appropriate solutions and alternatives, follow up to ensure resolution, and keep records of customer interactions.

·         Work with cross-functional teams, such as business development and shop team members, to resolve order-related issues and ensure seamless order fulfillment.

·         Build sustainable relationships and trust with customer accounts through open and interactive communication.

·         Stay up to date on industry trends and pricing changes.

·         Ensure processes align with customer satisfaction goals and service level agreements.

Must Haves:

·         Customer centric mindset and ability to adapt and respond with a positive attitude.

·         Emotional Intelligence: control own emotions and adapt to others’ emotions.

·         Ability to work well within a team and collaborate with different departments.

·         Meticulous attention to detail to ensure all customer information and orders are processed correctly.

·         Strong ability to prioritize tasks and manage time effectively to handle multiple customer inquiries simultaneously.

·         Ability to troubleshoot common technical issues and assist customers with basic technical support.

·         Capability to find solutions to unique customer problems.

·         A willingness to continuously learn and adapt to new tools, technologies, and processes.

·         Proficient in all Microsoft 0365 Applications.

Education and Experience:

·         Proven (2 years minimum) customer support experience or experience as a client service representative.

·         Minimum of 2 years of experience with CRM systems and practices

·         Experience with SAGE 100 ERP Preferred.

Physical Requirements:

·         Prolonged periods of sitting at a desk and working on a computer.

·         Must be able to lift 15 pounds at times.