Customer Service Representative

Description

Job Summary:

Serves customers by providing outstanding product and service information, and resolving product and service problems. Responsible for providing expert customer service for all internal and external customers by using excellent, in-depth knowledge of company products and processes as well as communicating effectively with team members within the customer service and sales department.

Essential Duties and Responsibilities:

· Primary point of contact for customers, interpreting and implementing customer instructions. Refer end-users to qualified distributors in their market.

· Process estimates, orders, order verification, applications and requests. Includes reviewing, entering and validating customer orders, replying with order verifications, and processing credit card orders.

· Communicates pricing and delivery information.

· Manage web-site leads for non-domestic requests.

· Help manage transactions and inquiries for large fleet related customers.

· Records details of inquiries, comments, and complaints in SFDC when appropriate

· Communicates with all individuals whose involvement impacts customer satisfaction

· Attracts potential customers by answering product and service questions; suggesting information about other products and services including other Safe Fleet sister company products.

· Performs outbound calls to existing and past customers to follow up on product feedback, past experiences and current product needs. In some cases, contacts customers regarding collections issues.

· Telemarketing - Tele sales, CRM verification and follow up, quotation follow up

· Opening customer accounts and maintaining existing accounts by recording new and updated contact information

· Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. May include initiating, monitoring, processing and following up on Return Material Authorizations (RMAs).

· Other duties as assigned

Education, Experience and Qualifications:

· 3 to 5 years’ prior sales or customer service experience required, ideally with manufactured products, truck accessory experience preferred

· Strong verbal/written communication and people skills

· Skillful with multi-tasking, computer navigation, and typing

· Syteline ERP system experience preferred

· Microsoft Word and Excel proficient

· Good personality, persuasive communicator and positive outlook

· Mechanical aptitude preferred

· High School diploma or equivalent required

Work Environment and Physical Requirements:

· Must have the ability to read, write, speak and understand English plus have adequate hearing and visual acuity.

· Working environment is in an air-conditioned cubical with occasionally physically going into an unheated/air conditioned manufacturing/warehouse setting.

· Safety glasses with side shields are required in the production area.

· Must effectively communicate on the telephone while entering data on computer.

· Frequent reaching, gripping, and carrying up to 50 lbs., standing, stooping, bending, stretching, squatting and walking in addition to being seated a good portion of the day.

· Good communication skills are required in addition to understanding verbal and written instruction.

· Must handle multiple tasks and perform effectively in a fast paced work environment.