Customer Service Representative

Reports To: Customer Service Manager or Designee

Location: Shepherd Hardware

Position Type: Full Time

Status: Salary Non-Exempt

Job Summary

The CSR position will be responsible for daily management of all customer inquiries. Primary daily tasks will include, but not be limited to, providing customers with their order status, customer email inquiries, order changes, order checking, support for Inside Sales Representatives, backup for phone coverage. Need to communicate with customers and the sales team effectively and efficiently regarding opportunities, orders, RMAs, and other customer inquiries/issues.

Essential Job Functions

· Communicate with customers concerning prices, special applications, returns, shipping dates, anticipated delays, and any additional customer needs.

· Call customers when necessary to advise shipments delay and/or information necessary to process orders.

· Make changes to or cancel orders/backorders and follow up on orders to ensure delivery by specified dates.

· Initiate orders for replacements parts and/or for correcting errors (shortages, wrong item shipped, etc.).

· Provide price & delivery estimates to customers.

· Immediate response to customers.

· High organization ability & regimen for follow up of open issues.

· Work within a territory as team member.

· Maintain customer master file.

· Handle customers in a professional manner.

· Obtain customer feedback information.

· Capability to Receive and enter phone/e-mail/fax orders.

· Identify new and better ways to improve efficiency & accuracy.

· Perform other related duties as required and assigned.

· Work as a team with team members at all locations.

· Abides by all established organizational policies, rules, and regulations.

· Performs other related duties and projects as assigned.

Knowledge

· High school diploma (required)

· Associate degree (preferred)

Experience

• 3 years’ experience in an internal sales consultant role.
• 3 years’ experience in a teaching/training role.
• Similar industry experience
• Salesforce experience
ERP system experience

Skills

• Strong interpersonal communication skills.
• High attention to detail.
• PC Skills.
• Ability to handle multiple requests and provide a rapid response.
• Able to work in a fast-paced team-based environment.
Read and interpret product catalogs and procedure manuals.

Note*

Every effort has been made to identify the essential functions of this position. However, this in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.