Customer Service Representative

Location: Jacksonville, FL 32245

Schedule: M-F onsite, 8am-5pm

About the Role

Build and maintain long-term relationships with distributors by serving as their primary point of contact and providing information, support, and follow-up to ensure an exceptional customer experience.

Key Responsibilities

• Serve as the primary point of contact for distributors, end-users, external sales representatives, internal sales representatives, and vendors, directing inquiries to the appropriate teams for resolution.
• Educate customers on product terminology, features, and benefits to increase product knowledge and customer satisfaction.
• Prepare specialized reports as requested by customers.
• Coordinate freight quote requests and submit requests to the Logistics department for completion.
• Follow up with Purchasing regarding outstanding drop ship orders on behalf of customers.
• Monitor order status, verify order entry accuracy, and ensure orders are processed and delivered on schedule. Expedite orders when necessary.
• Create new customer accounts in Salesforce and SAGE, and maintain accurate customer records.
• Maintain product information and pricing spreadsheets to support sales and customer service operations.
• Identify potential products or services by gathering customer information and evaluating their needs.
• Communicate unexpected increases or decreases in product demand to the Purchasing department, including large-volume opportunities.
• Receive incoming sales leads, gather necessary information, enter details into Salesforce, and direct leads to the appropriate distributor or sales representative.
• Resolve customer complaints and service issues by identifying the cause, providing solutions, coordinating corrections, and following up to ensure customer satisfaction.
• Coordinate freight claims for damaged or lost shipments by gathering supporting information and photos for the Logistics department.
• Identify customer requirements and recommend appropriate products and solutions.
• Provide pricing, credit information, and payment terms in accordance with company procedures and customer profiles.
• Monitor customer satisfaction and identify trends or areas for improvement.
• Fulfill customer requests for catalogs, product information, and samples.
• Provide accurate information regarding in-stock and non-stock product availability.
• Participate in in-person training and presentations to maintain product knowledge and confidently assist customers and end-users.
• Maintain detailed records of phone calls and written communications in Salesforce.
• Handle inbound and outbound customer calls.
• Monitor and follow up on open customer service cases.