Customer Service Specialist

About The Kendall Group

The Kendall Group is comprised of eight divisions with 75+ locations in ten states, serving the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company.

Role Summary

Reporting to the Location Manager, the Customer Service Specialist is a key member of the Sales team. This role maintains positive relationships with customers by providing excellent customer service. Responsibilities include accurately processing customer orders and requirements, assisting customers with managing delivery expectations and product availability, freight expectations, and dispute resolution.

Key Responsibilities

• Process telephone orders, respond to incoming calls, faxes, and e-mail messages from internal and external customers promptly.
• Maintain and grow customer sales and gross profits to meet Company growth objectives.
• Enter orders into Eclipse and Salesforce business systems and document all transactions in accordance with Company quality system and procedures.
• Reach out to customers to follow-up on quotes and provide feedback to outside sales representatives.
• Use Company and vendor resources to provide excellent customer service.
• Initiate workable solutions for customer issues/problems and ensure effective and long-term problem resolution.
• Expedite orders when necessary.
• Maintain quality service by adhering to Kendall Group policies, procedures, and standards.
• Perform other duties as assigned.

Requirements & Tech Stack

• MS Office experience.
• Highly organized and detail-oriented.
• Ability to multi-task and shift priorities as needed.
• Ability to work in a fast-paced, continuously evolving environment.
• Ability to work well cross-functionally.
• Strong interpersonal communications, problem-solving, organizational, and written/verbal communication skills.
• Telephone aptitude.
• Ability to interface with customers, suppliers, and outside sales representatives.
• Ability to see, talk, and hear.
• Ability to sit for 8 hours a day.

Qualifications

• Associate’s degree or equivalent work experience.

Qualifications (Preferred)

• Previous inside sales experience, preferably with a related product line, or with end-users in an industrial or technical environment.
• Understanding of level, pressure, flow, and temperature devices.
• Experience interfacing or supporting a direct sales force.
• Technical degree or bachelor's degree.
• Salesforce, Microsoft Dynamics, or Epicor/Solar Eclipse experience.