Customer Service Representative

PURPOSE:  Provide professional sales and service to customers by meeting their supply needs and by introducing new products and services.

ESSENTIAL DUTIES/RESPONSIBILITIES:

1.                  Support company sales and margin goals by utilizing strong technical knowledge of company products and service.  

2.                  Demonstrate exceptional customer service.

3.                  Provide timely and accurate information to customers regarding quotes, pricing, orders, etc. and verify that materials on order are the best available for their needs.

4.                  Using the company business system verify pricing and check inventory to determine if materials ordered are in stock or if materials must be ordered from a vendor.  Advise the customer on a delivery date.

5.                  Review ship dates and make a decision concerning if to ship complete or to release shipment with items on back order.

6.                  Navigate a variety of vendor websites and business systems to order customer materials and to research customer issues including availability, compatibility, pricing, back-order status etc.

7.                  Process customer orders and changes into the company business system according to the steps outlined in contract review, ESE’s Standard Operating Procedure 8.2. Use same standard to set up new customers, and/or to verify information on existing customers.

8.                  Perform the necessary clerical functions required to maintain an accurate account of each order such as acknowledgement of purchase orders, making copies, and filing

9.                  When appropriate negotiate special pricing with vendors.

10.              Assist with Counter Sales as needed

11.              Handle irate and/or difficult callers in a professional manner.

12.              Handle special requirements for customers as needed.

13.              Handle all customer returns.

14.              When requested provide Accounts Receivable with packing slips and proof of delivery for direct shipments.

15.              Provide timely feedback to company management regarding service failure and/or customer concerns.

16.              Partner with Account Managers and Specialist in order to meet customer requests.

17.              Expedite customer orders.

18.              Communicate relevant information to company personnel in order to complete a successful order or to meet the customers’ special requirements.

19.              Participate in customer chats and e-commerce inquires on an as needed basis.

20.              Review Open Order Report weekly.

21.              Review On Time Delivery Proactive report daily.

OTHER DUTIES/RESPONSIBILITIES:

1.                  Comply with all Company policies and safety procedures.

2.                  Complete online training in a timely manner.

3.                  Other duties as assigned.

Requirements

1.         Strong product knowledge and ability to use various websites, software packages and manuals related to electrical products and services.

2.                  Must also be able to understand the customer’s requirements and have the ability to communicate detailed information via the telephone and email. 

3.                  Must be computer literate and have the manual dexterity to perform data entry quickly and accurately.

4.                  Must be able to deal with steady interruptions including phone calls, emails and employee questions.

5.                  Must have good organizational skills and the ability to work on multiple priorities.

6.                  Must have the ability to adapt to new methods and programs.

7.                  Must be able to communicate clearly, while being courteous, and professional.

8.                  Education:  Minimum level: High School Diploma or GED.

9.                  Experience: Minimum amount:  Two to three years' experience with an electrical distributor.

10.              Prior experience with HubSpot a plus.

11.       Must be able to use the following equipment:  Computer, calculator, telephone, price catalogs, mail machine, fax machine, small office tools.

12.       Position works primarily in the office area however in order to research an order or to fill in for another employee the position may be in other areas of the company including the warehouse.

Benefits

Equal Employment Opportunity

Electric Supply and Equipment Company is an equal opportunity employer and does not discriminate against any person, employee, or job applicant for employment because of race, color, sex, religion, age, national origin, veteran status, disability status or any other status or condition protected by applicable federal or state statutes. Further, it is the policy of ES&E to undertake affirmative action in compliance with all federal, state, and local requirements. This policy is intended to apply to all personnel actions affecting, but not limited to compensation, benefits, transfers, layoffs, return from layoff, company sponsored training, education and social and recreation programs. It is also our policy to comply with all federal and state employment law.

Accommodations

ES&E provides reasonable accommodation so that qualified disabled applicants may participate in the selection process. Please advise us of any accommodations you require in order to express an interest in a specific opening by emailing: jobs@ese-co.com or calling 336.574.4813. Thank you for considering ES&E for your next career opportunity.

Health and Wellness Benefits

• Medical coverage (employees may choose between two comprehensive plans)
• Dental coverage
• Vision coverage
• Life insurance (company paid and supplemental)
• Short-term disability and long-term disability are 100% employer paid benefits
• Flexible Spending Accounts (FSA) for medical and/or dependent care expenses
• Health Savings Account (HSA) with monthly employer contribution
• Tel-a-Doc phone consultations

Financial Rewards

• 401(k) retirement savings plan with pre-tax and ROTH options along with employer matching
• Profit Sharing Plan
• College Savings – access to a 529 plan

Wellbeing

• Company values employees’ time with family by typically honoring standard work hours
• Paid Time Off (employees receive paid time off and can purchase additional days each year)
• Paid Holidays (8 per year)

• Employee Assistance Program (EAP) – access to free counseling resources and work/life balance tools
• Annual on-site flu shot clinic
• Business casual work environment
• Volunteering opportunities
• Family outings and employee activities throughout the year
• Legal Services & Identity Theft benefits

Culture of Excellence

• Proven track record in providing outstanding customer service
• Named one of the “Best Places to Work in NC” for several years
• Scheduled company meetings
• ISO Certification
• Open door policy
• Company milestones celebrated
• Peer-to-peer recognition program (Essie Bucks)