Customer Service Representative

Position: Customer Service Representative 2

Job Summary:

Essential Duties and Responsibilities:

• Serves as a primary contact for customers, assuring superior customer service levels are met and exceeded.
• Timely processing and communication of all inquiries, quoting, returns and orders.
• Knowledge of account requirements and special situations; the ability to get results for customers.
• Gain specialized technical knowledge about our products and applications.
• Maintain knowledge of and utilize vendor portals.
• Maintain appropriate record keeping in ERP and CRM.
• Gather and provide information to sales and management team.
• Work cooperatively with other associates and departments; be a Team player.
• Provide trouble-shooting assistance; assist with shipment issues; resolve product related problems.
• Follow up with customers to ensure that issues are resolved to their satisfaction.
• Be familiar with approved list of suppliers for goods and services.
• Internal and external collaboration on quotes for products/services with customers/outside sellers
• Review pricing records and make suggestions to Account Managers and Pricing team to get the sale of our products to our customers.
• Understand and Adhere to the 80/20 playbook.
• Must be able to create and update product and customer records
• Upselling and Cross selling of OTC's product profile.
• Advanced order entry duties including non-standard stock orders (BL, JIT and kitted products).
• Any other tasks as assigned by lead/manager.

Qualifications

• Associate Degree or equivalent from two-year College or technical school; or High School Diploma with three (3) years related experience.
• Preferred experience and knowledge of related field of industrial distribution.
• Excellent customer relation and problem-solving skills.
• Strong verbal, written, and interpersonal communication skills.
• Detail oriented, including accurate data entry skills.
• Capable of working independently, as well as a team member.
• Interact with co-workers with a positive attitude to maintain a friendly and productive work environment.
• Must be proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams).
• Ability to understand written and oral English and be proficient with computer, email, spreadsheets and look up documents online.
• Ability to meet the physical requirements of the job.
• Ability to work in environments that may include:




• Moving mechanical parts
• Fumes or airborne particles
• Painting chemicals and solvents
• Electrical equipment

Physical Demands

The physical demands described here 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.

• Sitting: Prolonged periods of sitting at a desk
• Standing: Mobility within an office environment for extended periods
• Walking: Moving around the office
• Lifting: Occasionally lifting and carrying up to 20 pounds

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Adaptability - Ability to be flexible and adjust to changes in your work environment. You can respond quickly to changing ideas, responsibilities, expectations, trends, strategies and other processes. Being adaptable also means possessing soft skills like interpersonal, communication, creative thinking and problem-solving skills.
• Accuracy - Ability to detect errors in normal course of work by standard check or routine crosscheck. Errors resulting from inaccuracy would create minor confusion, delay or expense to correct the situation.
• Dependability - Follows instructions, responds to management direction; Keeps commitments.
• Initiative - Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
• Problem Solving - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Planning/Organization - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
• Communication and Interpersonal Skills - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Demonstrates group presentation skills.
• Collaboration - Ability to work with others to achieve a common goal; Building and maintaining relationships through shared responsibility, respect, and empathy.