Customer Service Rep

Salary

$27 / hr - $32 / hr

About the Company

My client is a leader in the First Aid Route Sales and Service industry

Duties

• Answer all calls with a friendly warm inviting tone, including pt time callers
• Uniform greeting - "Thank you for calling, this is how may I assist you?"
• Be empathetic when communicating products that are out of stock, temporarily discontinued or items that are allocated. Always say YES.

Example : We'll have it available in a week.)

• Be curious / inquisitive in the conversation
• Example : If there is an item that you recommend, but the customer doesn't want it, see what it is that they do not like about that item
• Example : If the customer doesn't know what kit size they are looking for, ask questions like, how many employees do they have?
• Always be probing

Inside Sales

• Identify other suppliers they have been purchasing from. (Probing Questions)
• Products?
• Are their reasons they are purchasing products or services elsewhere?
• Offer to send samples and specs for comparable product
• Send quote
• Follow Up
• Document Feedback in Syspro
• Support Marketing / Director of Sales / Sales Operations Manager
• Outbound follow-up calls on leads based on recent large purchases (ex. YMCA and additional leads within that company)
• F / U on all marketing initiatives including Mailers, Leads, Seedings, and potential new prospects
• Support Sales staff
• Incoming cancel service calls - find out why they want to cancel and get the information immediately to appropriate parties

Customer Service

• Set your day up for success. Plan your day. Follow up on any times that were not completed the day before and prioritize what needs to be completed.
• Enter and review all orders, quotes, and customer pleasers with 100% accurate within 24 hours of receiving the information.
• Maximize orders
• Suggest alternate products
• Case quantities vs each
• Follow up on all pending orders. Calling or emailing all customers and getting issues resolved or order approved within 48 hours from original order date.
• Obtain at least 2 feedback per day (at minimum)
• Complete Pleasers within 24 hours after receiving complaint

Weekly benchmarks

Make follow-up calls to at least 1 or 2 per day (did you receive everything you ordered? Was everything in tack during delivery?

If they are trying out one of the products recommended, follow up and see how they like it)

• Follow up on the orders in Quotes and Suspense tab every 48 hours. No pending orders open for more than 7 business days.
• Follow up on quotes on Forward Order tab within 14 days- reach out after 2 days s to see if they would like to place an order and if not probe around as to why not

Other Duties

• Complete projects (Sales, Marketing, Accounting, Purchasing) per agreed date, with a clear understanding of what success is, and communicating progress prior to the due date.
30+ days ago