Position Summary:
This position serves to support the outside sales team and marketing efforts of the Company by turning sales leads and/or customer calls into actual sales that are profitable for the Company.
Customer Service Representatives must understand how their daily work performance impacts the Company in terms of profitability, customer satisfaction, repeat business, customer loyalty, sales growth, cost containment, and the ability of other departments to do their jobs effectively.
Members of the Customer Service team work directly with customers, vendors and other Company team members to provide products and services that meet or exceed customer requirements and Company expectations in accordance with standard operating procedures and guidelines.
Primary Responsibilities:
Overall responsibility to all data entry, process flow, communication, delivery of product or information needed by the customer as well as resolution to any and all issues that may arise within any given transaction
As a team, not only responsible for own workload but also responsible for reaching out to other members of the team to assist with each other’s workload when time is available
Responsible for learning and understanding all necessary functions of P21
Responsible for processing customer quotes in a professional and timely manner
Responsible for use of Sales History, Intranet resources, other staff or internet to assist with sourcing product from the correct supplier
Responsible for obtaining accurate pricing and lead times from suppliers to relay to the customer via the P21 quoting platform
Responsible for working with outside sales staff to set margin for product lines per customer
Responsible for the accurate set up of new items within P21
Responsible for maintaining pricing pages for customer specific margins/pricing
Responsible for providing written communication to the correct department for maintenance of all information within P21 or Intranet, including information regarding item maintenance, pricing, item catalog, supplier information, vendor information, customer data, etc
Responsible for accurately processing Customer Orders in a professional and timely manner
Responsible for proper communication, to the correct department, as it pertains to set up of new vendors, suppliers, customers or any other data, controlled by other departments, but needed for daily activity of customer service
Responsible for the set up and maintenance of customer part numbers within Customized item
When necessary, within Customized Item, set up and maintain item specific information for Kanbans using the Stock Information tab. This tab holds the Order Point, Order qty, Bin location, Category and other information specific to the item maintained at the customer location
Print/reprint cards and labels for kanban accounts when necessary.
Accurately complete new stock item requests forms and forward to the appropriate people for approval
Responsible for processing customer credits/RMA providing the correct paperwork needed for transportation of material so that customer obtains credit for returned material
Responsible for processing vendor returns. Work with the vendor to obtain RGA to return customer product for credit. Provide correct paperwork needed for transportation of material so that ST receives vendor credit for returned material
Responsible for processing customer repairs. Work with the customer and vendor to obtain correct information needed for transportation of customer material for repair.
Responsible for resolving any intercompany issues as they pertain to any Sales Order tied to the CSR taker number/name
Responsible for taking initiative to learn Company policies and procedures and to ask questions when uncertain
Must be proficient on the Company Intranet
Must complete training programs to obtain product knowledge as determined
Work with outside personnel to help identify and source special items requested by customer
Responsible for maintaining ADP with daily time activity along with all time off requests
Must understand how the daily activity within Customer Service impacts other departments
Responsible to assist in the training of other Customer Service Team members
Responsible for obtaining vendor acknowledgements for all ST vendors PO’s issued by, or tied to each CSR’s specific takers Sales Order
Responsible for obtaining the most accurate ship dates on all open vendors PO’s issued by, or tied to each CSR’s specific takers Sales Order
When necessary, responsible for obtaining and forwarding vendor invoices, to accounting, pertaining to any open vendor PO issued by, or tied to each CSR’s specific takers Sales Order
Responsible for communicating order status information to the customer
Meet with Vendors or Customers as needed. This may include Customer visits with Outside Sales staff on occasion or as deemed necessary
Understand how to view Daily reports as well as how to identify and correct any issues associated
Responsible to work with necessary company personnel to identify and document cost savings for the customer when required
Responsible for understanding, implementing, and maintaining the Salem Tools’ quality management system
Responsible for understanding and striving to meet Salem Tools' quality goals and objectives
Responsible for the timely close out of internal audit findings
Responsible for documenting customer complaints and implementing corrective and preventative action where necessary
Pay: From $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
