The Customer Service Representative (CSR) is responsible processing incoming customer orders, quotes and requests for products and information. Establishing and communicating price and availability of products and services. The CSR will possess broad knowledge of the division's product and service offerings along with their respective markets. The Industrial Solutions Customer Service Representative maintains customer satisfaction by providing excellent customer service and administratively supporting the sales organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Other duties, assignments, and specific projects may be assigned at the discretion of executive management.
Receives and processes customer orders
Handles all telephone inquiries related to orders and shipments, price and availability of parts and communicates additional information as required
Analyzes and determines opportunity for cross-sell and up-sell potential
Assists with identification of and management of Equipment Assets
Handles customer complaints and inquiries professionally and efficiently; places customers in contact with the proper department when required
Assists the Inside Sales Manager, Application Engineers, Product Specialists, Regional Sales Managers, Production and other inter-company departments, as required, to meet company goals and objectives
Develops and maintains working knowledge of CECO Industrial Solutions complete product line
Operates as the lead point of contact (internal and external) for all Return Goods Authorization (RGA's), Credit Memos and Cost of Quality order processing
Liaisons between Scheduling, Shipping, Purchasing, Sales, and Engineering to facilitate order fulfillment issues and updates
Creates and runs reports within Microsoft Excel and Salesforce.com
Works to proactively solve customer, product or pricing issues in a timely fashion
Other job duties as required.
EDUCATION AND EXPERIENCE
Associates Degree or equivalent experience required
2 years Customer Service or Inside Sales experience preferred
Strong computer knowledge including MS Office applications and CRM management (Salesforce.com)
Proficient in MS Excel Reporting, required
Strong verbal and written communication skills
A proven track record of performing work accurately and thoroughly
Demonstrated ability to communicate at all levels and with customers and distributors
Collaboration with different groups to accomplish goals
Demonstrated ability to excel in fast paced environment encompassing company growth and change
Ceco Environmental Corp.