JOB PURPOSE
The Customer Service Representative (CSR) is responsible for providing high-quality front-line support to customers via phone, email, and in-person interactions. This role serves as a critical link between customers and internal teams, ensuring accurate order processing, timely communication, and exceptional service. Each customer interaction directly impacts the company’s reputation and financial performance; therefore, the CSR is expected to add value by maintaining professionalism, efficiency, and a customer-focused mindset at all times.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The CSR is directly responsible for providing sales and customer service support, including but not limited to the following:
- Answer incoming sales calls and emails promptly and professionally, addressing billing issues, product concerns, service questions, and general customer inquiries.
- Enter customer orders and quotes accurately; calculate pricing, discounts, and prepare proposals to meet specific customer requirements in an efficient manner.
- Apply knowledge of company products and services to process customer requests effectively.
- Maintain a high level of professionalism and establish positive rapport with all customers.
- Coordinate with the Purchasing team to place vendor purchase orders and trace or expedite late orders to ensure customer satisfaction.
- Stay current on market conditions, product updates, and new technologies through available vendor resources.
- Collaborate with Engineering and Purchasing teams to load and update product records, ensuring accurate pricing and system data.
- Understand and adhere to established sales policies and procedures to provide proper and effective customer service.
- Resolve customer concerns in a timely, tactful, and professional manner.
- Process customer return orders, including issuing RGA numbers, entering return orders, determining restocking charges (if applicable), coordinating vendor RGAs, creating return-to-vendor (RTV) orders, and routing returns to appropriate personnel.
- Process Engineered Systems Repair Orders.
- Maintain current sales pricing in Business Central (BC) based on vendor updates issued by the Purchasing Department.
- Create and update customer open-order reports and proactively communicate shipment date changes to customers.
- Create and maintain work instruction documents as needed.
- Keep work areas organized and free of outdated materials.
- Participate in additional activities that contribute to the overall goals of the company.
- Provide support to Outside Sales personnel as required.
OTHER DUTIES
The CSR may be assigned additional responsibilities, including general office duties such as:
- Sharing switchboard responsibilities and routing calls to appropriate personnel
- Responding to general inquiries about the company
- Filing documents electronically
- Typing, formatting, or editing routine memos and reports
- Assisting with organization and maintenance of common office areas