Customer Service Representative

JOB SUMMARY:

The Customer Service Representative will answer inbound calls, make outbound calls, e-mails and other forms of communication from customers and processes quotes, orders and other requests. The role requires a strong attention to detail, organizational skills, written and verbal communication skills, and a sense of urgency to accomplish Company goals and provide outstanding customer service experience. Completes a variety of customer service and administrative duties as assigned.

ESSENTIAL JOB DUTIES:

Customer Service

• Ensure we meet customer needs and maintain a high level of service and satisfaction.
• Efficiently and courteously processes customer telephone and email inquiries.
• Provide accurate, timely, and complete quotes and orders for customers.
• Gather competitive information from customers.
• Positive interface with Account Managers, Lab, and other staff.
• Identify and articulate customer needs.
• Support sales activities and quotes in a fast-paced sales environment.
• Execute company supported Marketing promotional programs/campaigns.
• Efficiently process and enter information using Microsoft Excel and proprietary software.

Process / Policy

• Comply with all sales, HR, finance and legal processes and policies.
• Manage confidential information such as customer, vendor and personnel information.

Product Knowledge

• Research and study products sold by ISA/ABCO, and any future products added to the offering to provide product and technical information to customers.
• Use customer feedback to suggest and recommend changes to our product or service offering.
• Maximize customer profitability results.
• Work to improve processes that assist with generating revenue, increase efficiency or improve the customer experience.
• Seek new customer targets and Identify opportunities for upselling within existing customers.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities, and activities may change at any time with or without notice.

QUALIFICATIONS:

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:

• High School Diploma
• Degree in Sales, Business Administration, or relevant field- preferred

Experience, Knowledge, Skill Requirements:

• Two plus years' experience in retail, distribution, customer service, accounting, or sales.
• Strong written and verbal communications skills.
• General knowledge of general customer service principles, practices, and administrative procedures.
• Organizational, time management and problem resolution skills.
• Ability to prioritize tasks and follow up with supervisors on completion of tasks.

Communication Skills:

• Strong interpersonal qualities.
• Knowledge of general customer service principles, practices, and administrative procedures.
• Detail-oriented, highly organized, productive team player.

Systems and Software Skills:

• Keen computer skills, specifically including Microsoft Outlook, Word, & Excel; CRM and ERP experience.
• Previous experience working in a high-performance team setting.

Other Qualifications:

• Must be able to comply with PFS's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement.

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS:

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements:

While performing the duties of this job, the employee is required to sit for long periods. Employee will occasionally be required to bend, kneel, balance, lift <20lb, walk, stand, ascend/descend stairs, drive, twist, and reach above and below shoulders.

Work Environment:

Employee will consistently be required to work indoors in an office setting, work alone and with others. Office settings are mild to moderate temperatures.

We are fully committed to equal opportunities for employment to all individuals regardless of race, national origin, gender, religion, sexual orientation, disability, familial status, and any other classification protected under the law. We are an Equal Opportunity, Affirmative Action employer.
While this job description is intended to be an accurate reflection of the position, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.