Customer Service Representative
6 days ago
Denver
Job Description Position Title: Customer Service Representative Assistant Classification: Exempt Reports To: Customer Service Manager Date Created: 2023 Summary/Objective: A Customer Service Representative Assistant is responsible for working with the CSR and Outside Sales teams to identify and assess customers’ needs to achieve the highest level of customer satisfaction. A customer service representative assistant supports customer service by providing helpful information to customers and sales team members. They help ensure that customers are satisfied with our overall customer service. Essential Functions: • Help Ensure customer satisfaction., • Professionally handle branch phone calls and customer service requirements at the front sales desk, including walk in sales, and will call orders., • Maintain a positive, empathetic, and professional attitude towards customers at all times., • Run through end of day and end of week reports to mitigate front end order issues, maximize profit margin and be proactive to customer needs/issues that can occur in the order process., • Respond promptly to customer inquiries., • Acknowledge and resolve customer issues quickly and efficiently., • Build and maintain professional relationships with customers., • Assist outside sales in maintaining a healthy profit margin on all customer accounts., • Update and keep accurate customer contact and job site records., • Communicate and coordinate with team members as necessary to achieve the highest level of customer satisfaction., • Communicate with vendors on back orders., • Call on backorders and update information in Netsuite,, • Run the Back order report daily and maintain accurate back order ETA’s and records., • Assist CSR’s with back order follow up requests., • Fix, place and resend POs to vendors when applicable., • Receive vendor confirmations and expedite vendor POs., • Maintain stock on Showroom displays., • Increase knowledge of company products inside and out so that you can answer questions and recommend solutions., • Scan customer PODs and other necessary paperwork when applicable., • Be proficient in NetSuite and Microsoft 365., • Assist Outside Sales with sales orders, order fulfillment and order staging in a timely manner., • Attend meetings and sales trainings, as well as complete the published list of Sphere 1 University classes for professional development., • Strictly follow approved policy and procedures., • Other duties as assigned. Work Environment: • Sitting, standing, and walking intermittently throughout the day; may stand for extended periods., • Using office equipment such as computer, mouse, keyboard, printer., • Indoor office environment, temperature controller., • Frequent exposure to warehouse operations with noise levels that may vary and include large trucks, forklifts, groups of construction workers, etc., • Use specific vision abilities, including close vision, distance vision, and ability to adjust focus., • Occasionally lift or move up to 50 pounds. Competencies: • Represent TC in a positive manner, both internally and externally., • Ability to meet deadlines and manage multiple projects simultaneously., • Maintain a professional demeanor and respond with urgency., • Show strong teambuilding and interpersonal skills., • Self-directed, accountable for results and proactive; independent problem solver., • Exercise independent judgement, think critically and strategically, collaborate with others and follow-through to execute projects., • Ability to communicate persuasively and articulately both verbally and in writing., • Ability to work effectively with a wide range of constituents., • Demonstrates the ability to set priorities with flexibility and willingness to address new challenges., • Attention to detail with good organizational and time management skills., • Comfortable working with technology and software systems. Education and Experience: • High School diploma or equivalent required., • Must possess a valid Driver’s License, reliable transportation and an excellent driving record., • Prior experience working in a sales role within the construction/industrial distributions industry strongly preferred., • Ability to read, write, speak, and understand the English language fluently, and communicate verbally and in writing at a professional level. (Bilingual, Spanish/English is preferred) Expected Hours of Work: This role is full-time-- working approximately 40 hours per week. This position is expected to work an eight-hour shift from 8:00am-5:00pm (M-F) with a half-hour lunch and two fifteen-minute breaks provided. Occasional Saturday shifts may be required to fulfill inventory obligations. Travel within the geographic region will be required.