Position Title: Customer Service Representative/Inside Sales

Department: Sales

Reports To: Customer Service Manager

FLSA Status: Non-Exempt

Position Summary

The Customer Service Representative engages with customers and Outside Sales personnel, addressing inquiries regarding products and services, effectively managing customer relationships. Additionally, the role entails order processing and fulfillment responsibilities. Serving as the central point of contact for both product and field service orders, this position holds significant importance in enhancing customer satisfaction and value creation.

Order Processing and Fulfillment

• Responsible for managing orders from conception to delivery.
• Respond promptly to phone calls and emails, maintaining vigilant monitoring of both channels.
• Data entry and retrieval on the computer system, including entering customer orders, inventory information, and pricing.
• Conduct follow-up communication with customers regarding orders and quotations, either through phone calls or emails, aiming to promptly address any issues that may arise with their orders or quotes.
• Accountable for overseeing and monitoring the expediting and tracking of orders.
• Weekly assessment of open orders and quotations.
• Utilize catalogs, computer systems along with fellow team members to locate the appropriate part that fulfills customers' requirements.
• Procure non-stock items for direct shipments or special orders.
• Receive payment from retail customers or obtain credit authorization.
• Responsible for issuing Return Merchandise Authorizations (RMAs) upon approval for requested customer returns and notifying customers of the terms.

Customer Experience

• Uphold a courteous and professional demeanor when aiding customers/outside sales via phone, email, or face-to-face interactions. Please note that calls may be recorded for training purposes.
• Verify that customer product specifications are accurately fulfilled, paying close attention to detail.
• Notify customers about companion part necessities and special offers, ensuring they are acquainted with Client's capabilities.
• Clearly convey to customers any pertinent policies and/or procedures regarding purchases, returns, credit terms, and other relevant matters.
• Remain informed and knowledgeable about product inventory and applicability; consistently enhance your understanding through available resources.

Interdepartmental Collaboration

• Aid in quoting/sourcing larger projects and researching parts within strict time constraints.
• Collaborate closely with Outside Sales representatives and the technician/rental department.
• Provide coverage for fellow Customer Service Representatives when required – whether it be to cover PTO or overflow from other branches.
• Assist with any company order when needed.
• Perform any additional tasks as directed.

Qualifications

Education & Experience

· High school diploma required. Advanced degree or some college preferred.

· 2+ years of experience in a related role.

· Experience in water, wastewater, oil and gas, telecom, geothermal, or mining and dredging industries preferred.

Language/ Mathematical/ Analytical Ability

· Proficiency in comprehending documents such as safety regulations, operational manuals, and procedural instructions. Capable of composing routine reports and correspondence. Effective verbal communication skills when addressing groups of customers or employees within the organization.

· Proficiency in basic math skills, including addition, subtraction, multiplication, and division, with whole numbers, fractions, and decimals. Ability to calculate rates, ratios, and percentages.

· Capacity to apply practical judgment in executing instructions provided in written, oral, or graphical form. Skill in addressing challenges involving multiple concrete variables within standard scenarios.

Computer Skills

· Intermediate personal computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics, tool tracking software, etc. (Microsoft Word and Excel)

· Familiarity with P-21 or other ERP Programs.

· Focus on Customer Satisfaction

· Verbal and Written Communication

· Problem Solving

· Cooperative and Professional

· Strong Sense of Urgency

· Job/Technical Knowledge

· Integrity and Respect

· High Standards of Quality

· Sales Proficiency

· Teamwork

· Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner.

· Close, distance, peripheral, and color vision requirements.

· Exerting up to 30 pounds of force occasionally to lift, carry, pull, or otherwise move objects.

· Work with the fingers and perceive attributes of objects and materials.

· Manual dexterity sufficient to work with the fingers, reach/handle items.

· Indoor climate-controlled facility in a moderately noisy and open work environment.

· Normal operating hours and days: Monday–Friday, 8:00am – 5:00pm.