Customer Service Representative (Entry Level)

About the Role

The Customer Service Representative position is an entry-level role designed to provide essential support to the Inside Sales Staff and Branch Management Team. It offers an opportunity to learn key business areas and position yourself for future growth within the organization, serving as the first step to a career in sales.

Key Responsibilities

• Order entry and maintenance
• Reporting
• Backlog review
• Spreadsheet administration
• Providing overall support of important branch administrative needs
• Providing back up support for the sales team on customer needs
• Helping to grow sales with certain accounts
• Collaborating with the inside team to build solid relationships with people, customers, and suppliers
• Engaging with the entire branch team to deliver a high level of service to internal and external customers

Onboarding Milestones

• Within 30 days: Meet with Branch Management to understand Company vision and objectives; collaborate and document role in achieving objectives.
• Within 30 days: Prepare and maintain various spreadsheets, demonstrating working knowledge of MS Excel.
• Within 90 days: Learn CRM system and resources, including order entry and workflows; complete all assigned system training modules.
• Within 90 days: Decipher customer backlog, assess product availability, and communicate with Sales and Customers to ensure 95%+ on-time delivery.
• Within 6 months: Provide one process improvement idea related to the position.
• Develop solid working relationships with internal key support personnel.
• Maintain professionalism and diplomacy when dealing with internal support teams.

Requirements & Tech Stack

• MS Excel
• MS Outlook
• MS Word
• CRM system
• Standard office practices and procedures

Qualifications

• Associate degree OR 1-2 years of progressively responsible experience in an office or related customer service environment, or equivalent combination of education and experience.
• Must be a U.S. Person as defined by ITAR (U.S. Citizen, U.S. Permanent Resident, Political Asylee, or Refugee).
• Must be able to report to the assigned office location during scheduled in-office workdays.
• Excellent interpersonal and communication skills.
• Advanced knowledge of Excel, Outlook, and Word.
• Proficient knowledge of customer service.
• Excellent phone etiquette.
• Strong organization and ability to multi-task.

Physical Requirements

• Ability to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones.
• Ability to utilize written and oral communication to interact with clients, co-workers, and customers.
• Sedentary work with minimal exertion.
• Substantial movements of the wrists, hands, and/or fingers.
• Close visual acuity for preparing and analyzing data, transcribing, viewing computer terminals, and extensive reading.