Customer Service Representative

Customer Service Rep - North Andover MA

The Customer Service Representative (CSR) acts as a customer’s primary representative of the companies vision, as they can be the first contact for email, phone and chat. The CSR’s primary responsibilities include supporting the Sales & Service team with request for quotes, quote follow up, order processing, and some customer contact in a way that creates a Superior Customer Experience through innovative service, technology, and engaging communication.

General Duties and Responsibilities: Monday – Friday

Receiving live visitors, answering phones and emails

• Responding to Requests for Quote (RFQs)
• Analyzing the nature of the visitor/call/email and responding appropriately
• Processing orders in the Company’s ERP system
• Researching customer account information
• Logging prospect and current customer activities in the Company’s CRM system
• Coordinate with Logistics to determine delivery dates based on customer needs
• Expedite "Rush" & "Hot" orders
• Return material processing and reconciliation
• Communicate with customer regarding issues which would affect delayed or late delivery of an order
• Collaboration with cross-functional teams to support the customers’ needs
• Support Clerical/Sales Assistant as needed
• Other duties as assigned

Required Knowledge, Skills, and Abilities:

• College degree or equivalent experience
• Aptitude for learning basic technical terminology
• Strong team player – perceived as helpful, friendly, and possessing a positive attitude
• Passion for customer satisfaction
• Excellent spoken English, diction, and telephone etiquette
• Excellent interpersonal and communication skills
• Excellent written skills – correct English grammar, spelling, professional salutation and formatting
• Basic knowledge of MS Office (Word, Excel, Outlook)
• Able to juggle various tasks and priorities while meeting established deadlines
• Strong attention to detail with good organization and time management skills
• Highly developed sense of integrity and commitment to customer satisfaction
• Professional demeanor and conduct in a business office setting
• Remain calm and professional in stressful situations

Personal Traits and Characteristics:

• Reliable, dependable, diligent Highly organized with good time management skills
• Excellent work attendance record
• Task oriented
• Attention to detail
• Able to work under pressure and deadlines
• Ability to multi-task and prioritize
• Effective communication skills
• The successful candidate shall exhibit a sense of ownership, urgency, be solution orientated, collaborative and accountable.

Education and/or Experience: Bachelor’s degree or equivalent experience

Reports to: Customer Service Supervisor

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Ability to commute/relocate:

• North Andover, MA 01845: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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