Senior Customer Service Representative

Job Summary

The Customer Service Representative will manage inside sales & customer support for their designated region with a focus on creating and maintaining superior customer service.

Job Duties

Processes incoming orders and verifies all aspects of the orders and quotes including validity, terms & conditions, and technical requirements.

Collaborates with purchasing department, managers, and other staff to confirm that orders are processed with accuracy and efficiency.

Provides information, quotes, credit terms, and other bid related specifications to clients.

Collaborates with production, shipping, and leadership team on order status.

Manages approval drawings and release of orders to production.

Works directly with other sales associates, application engineers, and manufacturer’s sales representatives.

Develops and maintains relationships with potential and existing clients.

Answers inquiries from clients concerning products, their uses, and the industry at large.

Handles customer complaints & product return in coordination with the Quality and shipping departments.

Occasionally meets with customers coming into the facility or via Teams as needed.

Assists accounting with invoicing, payment, or other issues as needed.

Manages ITEC access to customer portals for quotations, orders, and invoices.

Periodically prepares and reports, status of accounts and orders to manager and to customers as required.

Performs other duties as assigned.

Experience and Education

Minimum 3-5 years related experience including experience with technical products.  (Experience in utility industry preferred).

Proven ability to build and maintain relationships with multiple clients.

Proficient with Microsoft Office Suite or related software including proficiency in excel and MRP system.

Outside sales experience.

Competencies/ Skills

Excellent verbal and written communication skills.

Sales and negotiation skills.

Proven ability to build strong interpersonal relationships based on integrity and service.

Strong analytical skills.

Organized with attention to detail.

Ability to work as part of a team

Problem-solving skills