Customer Service Representative - York

JOB DESCRIPTION

 

Customer Service Representative

 

The Customer Service Rep is a key customer facing role, which interacts with internal and external stakeholders.

 

Status: Non-Exempt

Position Type: Full-time

Hours: 40-45 hrs

Schedule: M-F

Standard Shift Start/End Time: Shift will fall between the hours of 6:30 a.m. to 5 p.m., depending on the team schedule. Flexible work environment. Overtime may be required as needed.

 

 

Reports to: Customer Service Manager

Key Roles

• Delivering superior service by identifying and resolving issues
• Maintain a working knowledge of our products, services, and promotions 
• Identify opportunities to upsell or solve customers’ problems
• Being customer centric by always being polite and professional
• Provide cohesive support to sales & marketing team.
• Operate effectively in a cross functional team environment.
• Provide value to internal and external customers.
• Create and pursue self-development plan.
• Other duties as needed: Job duties, responsibilities, and activities may change at any time and may include potential transfers to other departments and local facilities.

 

 

Key Competencies

• Willingness to learn and follow directions.
• Team Player: committed to improving, learning, and collaborating with others.
• Problem-solving and continuous improvement mindset
• Ability to collaborate and communicate effectively across departments.
• Active prioritization of company mission, values, and culture.
• Critical Evaluation and problem-solving skills.
• Excellent phone skills.
• Attention to detail.
• Reliable attendance

 

Duties and Responsibilities

• Routing qualified opportunities to the account executives for development and closure
• Fill customer requests or inquiries concerning services, material takeoffs, products, billing, quotes, pricing, marketing, and displays.
• Follow-up on pre-determined quote amounts.
• Documenting all customer information, communications, and sales in CRM
• Accurate order processing, including follow through on back orders and RMA’s.
• Handling customer complaints courteously, professionally
• Executing commercial initiatives & projects as needed
• Other duties as needed: Job duties, responsibilities, and activities may change at any time and may include potential transfers to other departments and local facilities.

 

Work Environment

• Local travel to various worksites may be required. Occasional trade show attendance may be required. No overnight travel is required.
• While performing the duties of this job, the employee regularly works in an office setting and may occasionally need to go out onto the manufacturing floor. .

 

Education and Experience

• Required:
  1. High school diploma or equivalent
  2. One year of office/clerical support experience.
  3. Microsoft Office, Typing, Computer Skills experience
• Preferred:
  1. One year in a customer service or inside sales role.
  2. Familiarity with building products or fencing industry.