Customer Service Representative

Job Summary:

Working as a critical part of the OK International Sales team, this person will have a varied role including sales, marketing, data input, data cleansing, customer relationship management, customer services and sales administration. Key responsibilities include building solid, long-term relationships with our customers and distributors, maintaining the company’s reputation by constantly and consistently meeting and exceeding the customer’s expectations, as well as communicating customer feedback to help constantly improve our service.

 

Job Duties

• Proactively call and respond to incoming calls from prospective customers and established customers and provide information about products and services to develop opportunities by assisting them in determining appropriate products or services to purchase. Recommend additional products or services to meet customer needs. 
• Responds to customer requests and questions regarding service, products, and account information. Analyses and rectifies customer concerns using established procedures. May use computer to access and/or update customer records.
• Follow up leads and contact new customers to qualify the leads and develop opportunities.
• Review company and/or customer records to identify prospect lists.
• Provide support for the External Sales Teams.
• Uses computer to produce reports and other documents. Follows general instructions for desired format of work.
• Monitors customer requirements to ensure on-time delivery or to advise of changed due dates. Communicates schedules and deadlines to all customers.
• Oversees administrative procedures and processes for assigned area. Will need to use own judgment in completing some activities but within set guidelines under general supervision.
• Act as an administrative liaison with internal and/or external sources. May receive incoming telephone calls for a department or organization, obtains caller's name, and forwards call to appropriate person or takes a message. This description is not exhaustive and may change over time as requirements and circumstances change. Please see below detailed tasks.
• Manage information sourcing and data management.
• Supply first line Technical/Sales Support.
• Providing detailed quotations.
• Supply price and delivery information.
• Manage Distributor shipment schedules, express shipments, carriers, ship completes, ship lists, dispatch instruction.
• Expedite same day deliveries for end users.
• Manage order discounts for end users and distributors.
• Manage returns for Warranty and Repairs.
• Manage invoice queries – pricing, short shipments, wrong goods shipped, wrong items ordered.
• Manage back-order queries – expediting and informing customers of change.
• Manage broad line accounts – RS portal.
• Ensure Product knowledge is up to date.
• Performs other duties as assigned.

Work Experience Requirements

• 2+ years experience in Customer Service.

Skills Required

• Comprehensive computer application skills – Microsoft Office including Microsoft Project.
• Strong analytical, time management and organizational skills with ability to be detail oriented as well as strategic.
• Excellent oral and written skills.