Customer Service Representative

Competitive Pay:This position offers an hourly wage ranging from $30.00/hr. to $35.00/hr., depending on experience and qualifications.

Position: Customer Service Representative

• Serves as a primary contact for customers, assuring superior customer service levels are met and
• Timely processing and communication of all inquiries, quoting, returns and
• Knowledge of account requirements and special situations; the ability to get results for
• Gain specialized technical knowledge about our products and
• Maintain knowledge of and utilize vendor
• Maintain appropriate record keeping in ERP and
• Gather and provide information to sales and management
• Work cooperatively with other associates and departments; be a Team
• Provide trouble-shooting assistance; assist with shipment issues; resolve product related
• Follow up with customers to ensure that issues are resolved to their
• Be familiar with approved list of suppliers for goods and
• 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
• Must be able to create and update product and customer records
• Upselling and Cross selling of OTC's product
• Advanced order entry duties including non-standard stock orders (BL, JIT and kitted products).
• Ability to lead/mentor CSR 1 and
• VMI and Consignment Customers
• Vendor rebates and Customer SPA (Special Pricing Agreements).
• Vendor and Product
• Assist Operations with various
• ERP Expertise (security levels achieved).
• Any other tasks as assigned by lead/manager.

• Associate degree or equivalent; or high school diploma plus 4+ years CS experience in industrial
• Strong understanding of distribution operations, supply chain processes, and product-based problem
• Proven ability to manage complex customer needs with accuracy, urgency, and
• Excellent communication skills and ability to collaborate across
• Advanced ERP/CRM proficiency and strong Microsoft Office
• High attention to detail and accuracy in data entry, record keeping, and
• 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
• Ability to meet physical and environmental requirements typical in industrial settings (mechanical parts, airborne particles, chemicals, electrical equipment).

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

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

• Adaptability - Ability to be flexible and adjust to changes in your work 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
• Dependability - Follows instructions, responds to management direction; Keeps
• 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.