JOIN THE TEAM
SUMMARY
The Customer Service Representative I is responsible for establishing and maintaining profitable relationships with customers on behalf of the company. Also responsible for ongoing customer contact and ensuring that customer requirements are addressed promptly. Additionally, various functions will be required such as answering the phone, processing orders, and other administrative tasks as needed.
RESPONSIBILITIES BY COMPETENCY:
(bolded text denotes an essential function of the position)
Business Results Orientation
● Assist Inside Sales Manager in monitoring accounts receivable aging schedule and follows up on delinquent accounts
● Receive telephone, fax and email request for price quotations, purchase orders, order changes, adjustments, and cancellations
● Receive and inputs customer orders accurately and professionally
● Address or process requests for price quotations, purchase orders, order changes, adjustments, and cancellations
● Maintain regular attendance and follow designated safety practices
● Take part in handling strategic accounts in a partnership with the outside sales team
● Provide in person visits when necessary for inside accounts and travel with outside sales when needed
● Continually take on new accounts from the outside sales team as needed
● Collaborate with Inside Sales Manager and Outside Sales when an inside account needs more of an in-person sales presence
● Establish and maintain profitable relationship with customers on behalf of the company by taking responsibility for each contact and ensuring all customer requirements are met
● Serve as the primary internal representative of our organization and conveys a sense of expertise in our products and services
● Serve as an external key educator for community and customer
● Meet the monthly, quarterly and annual revenue and sales goals of the company with the support of the sales and strategic marketing activities of the customer service team
● Perform other duties not listed as required
Communication
● Present and discuss the products and services of the company and its vendors to current and prospective customers in a way that conveys an image of quality, integrity and superior understanding and delivery of customer needs
● Ensure effective communication with customers, suppliers, vendors, and field employees
● Ensure all communications with customers, suppliers, vendors, co-workers, etc is professional and appropriate
● Ensure professional image in all internal and external correspondence
● Support efforts of the outside sales representatives and facilitate joint marketing calls where applicable
● Communicate customer requirements to the production team in accordance with company policies and procedures
● Provide timely response to administrative requests within one hour
Customer Service Orientation
● Handle customer contacts in a professional and efficient manner
● Process customer orders in a courteous, efficient and timely manner
● Respond promptly to all customer inquiries and follows through to ensure satisfaction
● Respond promptly to all customer inquiries, complaints, and concerns and follow through to facilitate satisfactory resolution
● Guarantee satisfaction and value for our customers
● Acknowledge and appropriately greet and assist every customer in a timely manner
● Handle customer interactions with tact, sensitivity and professionalism
Developing Talent
● Provide experience, skills and expertise as needed to both within and outside of division
● Work as a team member to help improve individual, departmental and organizational performance
● Promote team development, enthusiasm and pride
● Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth
● Challenge oneself to further develop skills that relates to the position
Technical Expertise
● Know and understand product specifications
● Know and understand lubrication procedures consistent with best practices
● Process information accurately by coding and entering approved charges and drafts
● Upload buyback customer information, including buyback drafts
● Understand Company phone system and ensure efficient utilization
● Design efficient filing and information retrieval system
● Ensure key responsibilities are completed with high degree of accuracy
● Adhere to all Wallis Companies safety policies and report all safety incidents to supervisor immediately
● Maintain personal productivity and quality standards that make possible attractive financial returns so that they company may continue to provide exceptional service to our customers and ensure job security and career growth
● Assist with maintaining adequate inventory levels
● Develop and maintain knowledge of purchasing and office administration procedures
● Develop and maintain knowledge necessary to and understanding of cash receipt and cash posting
● Assist Inside Sales Manager with various reconciliation processes
SUPERVISORY RESPONSIBILITIES
This position has no direct reports.
QUALIFICATIONS
(bolded font denotes an essential qualification of the position)
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education: High school diploma or equivalent; Associate’s or Bachelor’s degree
Experience: I: 1+ years experience in general sales or customer service role
Language Skills: Ability to read, write, speak, and understand English in a manner
that is sufficient for effective communication with groups of managers, clients, customers and the general public
Skills and Abilities:
(May be representative but not all-inclusive of those commonly associated with the position)
● Ability to use computer and Microsoft Office at an intermediate level
● Excellent communication and interpersonal skills
● Strong and proactive problem-solving abilities and attention to detail
● Ability to multitask and work effectively in a fast-paced environment
● Ability to perform routine duties involving use of various procedures and application to clearly prescribed standard practices which require the making of minor decisions and use of some judgment as to the method of performance
● Customer-oriented mindset with a focus on delivering high-quality service
Technology, Tools, and Equipment:
● Computer, Microsoft Office, Telephone
● Copy/Print/Fax Machine
(Proficiency with preferred items is not required to meet minimum qualifications, but proficiency must be established to complete essential job functions)
Certifications, Licensing, and/or Registrations:
· I: None
PHYSICAL DEMANDS
The physical demands described below are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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See: Must be able to read computer screens, reports, etc. |
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Occasional visits to other locations in the building |
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Must be able to perform work at a desk or computer |
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Must be able to input electronic data, manipulate paper, use phone system |
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Must be able to communicate in person and on the telephone |
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Office Environment |
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DISCLAIMER
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Wallis Companies reserves the
right to make changes to job descriptions as needed with or without notice to affected employees. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws. This job description does not establish a contract for employment.
INDCSR