Customer Service Representative

POSITION SUMMARY

Customer Service Representatives work with customers to ensure a smooth sales process and maintain and grow existing business in small and mid-sized accounts. Customer service representatives must possess excellent customer service skills and will serve our customers as a pooled resource and ensure that orders are entered accurately, in a timely manner, and achieve proper margin.

ESSENTIAL DUTIES

• Manage multiple customer accounts to achieve growth and margin objectives
• Create and follow up on quotes
• Accurately process customer transactions such as orders, quotes, or returns
• Grow existing accounts via upselling
• Determine customer requirements and expectations; recommend specific products and solutions
• Service customers by proactively keeping them informed of their quote/order status and delays, responding quickly to customer outreach, answering customers questions, troubleshooting, and resolving issues, etc.
• Recommend alternative products based on cost, availability, or specifications
• Identify trends in customer satisfaction or dissatisfaction and communicates effectively and efficiently to address issues
• Identify accounts which are declining in sales and proactively reach out to them to ask for additional orders
• Present price, credit, and terms in accordance with standard procedures and customer profiles
• Provide accurate information regarding availability of in-stock items
• Educate customers about terminology, features, and benefits of products to improve product-related sales and customer satisfaction
• Pull and stage inventory for service orders
• Perform other related duties as assigned

REQUIRED SKILLS/ABILITIES

• Commitment to providing exceptional customer service
• Excellent written and verbal communication and presentation skills
• Strong time management skills
• Persuasive and goal oriented
• Possesses an energetic, outgoing, and friendly demeanor
• Able to multitask, prioritize, and manage time effectively
• Experience in service coordination of technicians preferred
  • High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience
  • Computer skills required: ERP, CRM, Inventory Software, Microsoft Office Suite

WHAT WE OFFER

Along with competitive compensation and career advancement opportunities, we offer a comprehensive total rewards package. Qualifying employees receive:

• Medical, dental, and vision coverage
• Company paid life and AD&D coverage
• Company paid short- and long-term disability coverage
• Voluntary benefit products
• 401(k) retirement savings plan with a generous company match
• Generous PTO allowances and paid holidays
• Tuition reimbursement
• Employee Assistance Program (EAP)
• Parental Leave

For all Recruiting inquiries, please email recruiting@mceautomation.com