(Direct Hire opportunity)

Customer Service Specialist | Branch Operations

Customer Service:

• Answer calls, process orders, maintain orders.

• Collaborate with Operations and Sales Teams to provide total Customer Service by assuming responsibility and resolving customer service issues

• Receives, investigates, and responds to customer inquiries while prioritizing urgent matters. Process orders, will-calls, and pull product in warehouse.

• Maintain knowledge on lead times, product information, pricing, shipping schedules and other information to accurately and efficiently

• Provide excellent customer service.  Provide best-in-class customer service while responding to external customers in a time sensitive fashion.

• Maintain knowledge on company products and processes.  Exercise decision making skills to prioritize expediting orders

• Responsible for customer support across branch accounts.

• Responsible for day-to-day functions to keep the branch running.

• Provide customer service function for the service channel of the business

• Assists resolving past due invoices with the accounting department. 

• Collaborate with other departments to ensure parts and pricing are correct for your branch

• Collaborate with sales to determine branch orders priority, product location, and freight cost-benefit analysis while ensuring total customer satisfaction

• Maintain customer retention rates by identifying risk and working with customers to resolve issues

Requirements:

• Track and monitor inventory to identify when purchases need to be made

• Receive PO’s, STO’s, PGI orders, to maintain product availability for the customer

• Work closely with operations management to provide assistance with customer issues in addition to providing “branch knowledge” to better understand processes and procedure flow. 

• High school diploma or equivalent; Associates degree or higher preferred

• Bachelor’s Degree (B.S) from four-year college or university preferred

• Excel (pivot table, vlookup, basic formulas)

• Microsoft Office

• SAP knowledge a plus

• Salesforce knowledge a plus

• At least 5 years of Customer service experience

• Operations experience is a plus

• Industry knowledge/experience

• Up to 10% travel as needed

• Experience using SAP preferred

• Experience running/creating reports using Qlikview preferred

• Experience using SalesForce preferred

Salary | Benefits

• Base + commission

• 401K (match)

• PTO

• Sick

• Dental, Vision & Health