Customer Service Representative

The Position

The Inside Sales Representative is responsible for interacting with customers, provides information, solicits sale of new or additional business, resolves complaints and records information into computer, assisting customers in placing orders, and provides guidance to customers and advice relative to their business operations

Pay Range: $28.84/hour to $35.10/hour

Key Responsibilities

• Receives, processes, and follows up on inquiries as necessary for sales orders.
• Prepares price quotes and initiates order entry process.
• Maintains and keeps current pertinent database information such as sales records and price pages.
• Discusses any complaints from customers and refers complaints to designated departments for investigation.
• Maintains contact with management of specifically assigned accounts.
• Maintains a continuing knowledge of steel wire products.
• Represents and assists Sales Representatives and Sales Managers.
• Coordinates paperwork flow until billing is completed.

• Coordinates with production, scheduling, and shipping to meet established schedules as customer requires.
• Assists customers in all aspects of order placement, including answering product questions, preparing price quotes, order status inquiries, providing information on shipping or billing, and addressing complaints or concerns. 

• Initiates order entry process and accurately enters data into ERP.
• Ensures a balance between company policy and customer benefit by using effective decision making and communicating to customers. Handles issues in the best interest of both the customer and the company.
• Handles complaints from customers and provides appropriate solutions. Refers complaints to designated departments for investigation when necessary.
• Enhances existing relationships by informing customers of newly available product offerings.
• Maintains contact with management of specifically assigned accounts.
• Assist in sample and literature requests, tracking back orders and pulling customer information and/or report data, etc. 
• Maintains a continuing knowledge of steel wire products.
• Partners and collaborates with Sales Representatives and Sales Manager to ensure that all customer activity is handled promptly and thoroughly.
• Coordinates paperwork flow until billing is completed.
• Coordinates with production, scheduling, and shipping to meet established schedules as customer requires.
• Other duties as assigned.

Job Requirements

Education & Experience

• High School or Equivalent – Bachelor’s preferred
• Must be 18 years or older due to work environment and labor laws
• Must be able to pass preemployment background, drug/alcohol, and physical screenings
• Two years of experience of customer service within a manufacturing environment preferred
• Must be able to apply concepts of basic algebra and geometry, as well as calculate figures and amounts such as: discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals
• Ability to write routine reports and create professional correspondence.
• Ability to speak effectively and present before groups of customers, or employees
• Ability to apply common sense understanding to carry out instructions
• Ability to think strategically and problem solve effectively
• Must be able to type 50+ words per minute
• Intermediate skill with computer and Microsoft Suite
• Professional Phone Manner
• Must be able to understand or gain understanding of Washington Department of Transportation regulations including height, width, and weight restrictions for all common carriers
• Excellent written communication and documentation skills
• Must be able to work independently, as a team, and be able to work with both internal and external customers
• Must be able to communicate effectively in English, both verbally and in writing, to follow safety procedures, understand work instructions, complete documentation, and communicate with coworkers and supervisors.
• Authorized to work for any employer in the United States of America

Physical Requirements

• Must be able to occasionally work in a dusty environment around metals
• Sight – hand and eye coordination, depth perception needed to operate computer
• Hearing – must be able to hear others on the phone or in person, warning sounds of forklift and other heavy machinery
• Speech – must be able to communicate effectively with others while working
• Must be able to stand, bend, kneel, and lift seldom to occasional
• Must be able to sit, twist, reach, grasp, and fine manipulation occasional to constant
• Must be able to squat, stoop, kneel, reach overhead seldom to occasional
• Must be able to lift up to 20 pounds occasionally

Key Competencies

• Customer Service - Responds promptly to customer needs, solicits customer feedback to improve service, meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations. 
• Business Acumen - Demonstrates knowledge of market and competition. 
• Organizational Support - Completes administrative tasks correctly and on time. 
• Professionalism - Reacts well under pressure. 
• Safety and Security - Observes safety and security procedures.

Success Measures

• High level of accuracy/professionalism in order entry and communications
• Strong follow up skills
• Positive customer relationships 
• Maintain regular and punctual attendance
• Accomplish specific objectives as defined in quarterly, yearly or periodic Performance Reviews
• Accept assignments with open, cooperative, positive and team-oriented attitude and demonstrate the flexibility to take on other duties as needed
• Demonstrate a thorough knowledge of all aspects of department operation
• Follow department standard operating procedures
• Support other team members/positive organization relationships 
• Complete projects and customer inquiries within specified timeframe
• Sales performance in territory/for assigned customers

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.