Position Title: Customer Service Representative
FLSA Status: Salary Non - Exempt
Reports to: Lead, Equipment Order Entry
Position Location: Williston
Interacts with Customers by phone or e-mail to support sales of CMS products and/or services and establish, improve/maintain relationships. A critical member of equipment order entry team which provides service to Area Sales Manager, Field Sales Engineer and Operations Team. Relies on experience and judgment, product and program knowledge to plan and accomplish goals. Should easily recognize tasks that require completion and act appropriately with little supervision or direction.
Provide a positive, world-class phone experience to customers and field personnel serving as a company contact regarding orders and inquiries.
Comfortable with high phone volume and multitasking.
Entering equipment and parts orders received via phone or e-mail inbox.
Creation of order forms/official quotes to send to existing customers
Build and maintain relationships with customers and internal CSR Teams in Williston.
High level of professionalism to interact with customers.
Resolves product or service problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Achieve KPI goals set for CSR Team for timely and accurately processing equipment/parts orders.
Answer basic technical questions on product make up and any program offerings.
Adhere to all Company policies, safeguard the Company's interests and act in an ethical and legal manner as well as report all violations of Company policies and procedures to appropriate management
Other items as needed for filling-in for other Customer Service tasks
Bilingual ? Written and Spoken Spanish (Preferred)
2+ years' experience or a combination of schooling and equivalent experience.
A self-motivated attitude with the personal discipline to work with little supervision.
The ability to be a detail-oriented team player with a strong work ethic.
Excellent written / verbal communication and active listening skills. Well organized, able to prioritize, multi-task and adhere to deadlines
Takes initiative to ensure the customer or prospect has a positive experience.
Proficient with Microsoft Office Suite, Lotus Notes, PRMS, Sales Force.Com and web-based applications.
Analytical and problem-solving skills
Machines, Tools, Equipment and Work Aids that may be representative but not all inclusive of those commonly associated with this position:
Computer, Microsoft Office Suite, Calculator, Telephone, Fax, Scanner, Printer, Copier, AS400, Quickbase, QPort
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.
Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.
"Commonly associated" is not intended to mean always or only. There are different experiences that suggest other ways or circumstances where reasonable changes or accommodations are appropriate.
All activities, Demands, Conditions and Requirements are linked to Essential Job Functions unless marked with an asterisk, which denotes linkage only to marginal function(s).
"In our efforts to maintain a safe and drug-free workplace, Crane Merchandising Systems requires that candidates complete a satisfactory

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