Overall Responsibilities
The Customer Service Representative (CSR) fields calls from customers to process orders and works to resolve issues they raise concerning orders, shipments, or billing. A successful CSR must understand the TAG business so they can resolve various types of customer issues. Customer Service Representatives must show empathy or sensitivity to the customer regarding the issue at hand.
RESPONSIBILITIES
• Answers the telephone within the 2nd ring no more than three times. • Completes secondary work assignments while consistently being interrupted with the primary work assignment of answering the phones. • Assists the caller in a timely manner without rerouting the call to someone else. • Will always follow-up with special customer service situations and requests. • Traces shipments for caller in a timely manner and takes the extra step to advise the customer of delivery datetime, thus ensuring a happy customer. • Informes customers of existing price quotes, shipping date, anticipated delays, and additional information needed by customer. • Routes order to appropriate department for filling and follows up on orders to ensure delivery by specified dates. • Attempts to sell additional merchandise to customers. • Self-starter with a hands-on approach and the ability to work independently. • Submit detailed orders to appropriate personnel with clear and concise information. • Quote products and prices under existing company guidelines with the help of Sales Manager and/or Controller. • Follow-up on all open quotations to secure orders and close sales. • Acts as a knowledgeable resource for all Leer customers and has the ability to work unaided. • Assists in possible needed administrative duties related to the customer base. • Keep thorough notes and records of each conversation with customers, sales personnel, and internal contacts to ensure a valid paper trail is kept.
Personal skills including professional appearance and time management.
Other duties as assigned or needed.
Characteristics and Skills
Work well within a team environment. Strong problem-solving skills. High attention to detail and accuracy. Superior organizational skills as well as a proven ability to provide quality service in a fast-paced environment. Ability to build relationships with customers to drive high Customer Satisfaction. Ability to multitask, effective time management skills, and a basis for action. Excellent written and verbal communication skills. Customer service focused on good telephone skills with a positive attitude. Effective Presentation Skills. Very sharp innovative and accustomed to figuring it out. Mature judgment and decision-making ability.
Educational and Other Requirements
2-4 years prior Customer Service Experience. High School diploma or general education degree GED required. College equivalent a plus. Pick-up truck industry product knowledge a plus. Proficient in Microsoft Office and related software packages. AS 400 JD Edwards experience helpful but not necessary. Basic computer skills are required. Able to accurately type 45 words per minute.
JB Poindexter & Co (JBPCO) initially began as an investment partnership with John B. Poindexter and fellow partners, whose goals evolved from the realization of capital gains to the achievement of long-term growth. Initial acquisitions in the manufacturing and automotive spaces would lay the foundation for an enterprise led by household names in each respective industry working together to benefit one another.