Customer Service Representative

About The Kendall Group

The Kendall Group is comprised of eight divisions with 75+ locations in ten states. Combined, they serve 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 Inside Sales Manager, Location Manager, or Territory Manager, the Customer Service Representative shall manage customer queries and complaints. Responsibilities include processing orders, modifications, and escalating complaints across various communication channels. This role maintains positive relationships with customers by providing excellent customer service.

Key Responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers
• Respond promptly to customer inquiries
• Communicate with customers and vendors through various channels
• Acknowledge and resolve customer complaints
• Acquire basic product knowledge to assist customers and vendors
• Participate in sales and product training sessions
• Process quotes in business system
• Provide vendor portal assistance to customers
• Maintain records of customer interactions, transactions, comments, and complaints
• Communicate and coordinate with colleagues, as necessary
• Perform other duties and projects as assigned

Requirements & Tech Stack

• Microsoft Office proficiency
• Ability to see, talk, and hear
• Ability to sit for 8 hours a day
• Normal office environment
• Occasional travel to branches or to business-related functions such as training or seminars

Qualifications

• High school diploma or GED
• Excellent work ethic, good verbal, and written communication skill
• Ability to work well cross-functionally and manage multiple requests in a fast-paced environment
• Ability to communicate well with all levels of the organization; provide excellent internal and external customer service

Qualifications We Prefer But Don’t Require

• Previous customer service experience, preferably with a related product line
• Experience interfacing or supporting a direct sales force