Customer Service Representative

The Customer Service Representative is often the first line of contact for our clients and prospects. It is critical to work in conjunction with WI Administrative Support, Sales, Operations, Purchasing, Estimating, and Engineering to ensure work flows through the proper channels to satisfy customer expectations.

This position involves performing the duties of the Customer Service Representative for the Texas house accounts, including providing quotes, processing customer orders, cold calling, and communicating with customers, both internal and external.

This position also works in an administrative capacity and processes orders for the Texas branch and is the back-up for other branches.

Job Responsibilities : This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

Customer Service

• Build, establish and maintain relationships with potential and existing clients.
• Acknowledge and resolve customer queries and complaints.
• Gather customer requests and requirements.
• Process, record, manage and maintain accurate and detailed customer data.
• Ensure that all customers receive products and services on time.
• Analyze and audit customer documents.
• Implement and monitor solution strategies.
• Understand the technical or scientific products to be sold.
• Proactively prospect leads to meet company goals, by researching, e-mailing and cold calling.
• Learn and adhere to the CFS Quality Policy.
• Follow all company policies and procedures.
• Engage in personal development to enhance skills and knowledge relevant to the role.
• Maintain a positive approach in customer relations with visitors, customers, and employees.
• Uphold a high level of confidentiality regarding all matters related to Custom Fabricating & Supplies.
• Adhere to stated policies and procedures.

Administrative

• Greet customers, visitors, and guests, ensuring a welcoming and professional reception area.
• Answer, screen, and direct incoming phone calls to the appropriate departments.
• Maintain and organize filing systems, including document archiving, boxing, and shredding as needed.
• Process orders, ensuring accurate and timely order fulfillment.
• Generate work tickets.
• Receive, sort, and distribute incoming mail, documents, and packages.
• Assist in maintaining workplace security by managing visitor logs and issuing badges.
• Ensure the reception area is tidy, presentable, and well-organized.
• Perform additional tasks as assigned.

Skills and knowledge necessary for effective performance :

• Strong written and verbal communication skills.
• Ability to develop and maintain relationships with clients, both potential and existing.
• People-oriented with a results-driven approach.
• Professional demeanor with a positive, patient, and proactive customer service attitude.
• Positive, patient and proactive customer approach.
• Ability to follow directions and accurately execute tasks.
• Strong problem-solving skills with the ability to respond quickly and effectively.
• Ability to meet deadlines and manage multiple priorities with accuracy and confidentiality.
• Ability to work individually as well as part of a team.
• Ability to organize and manage multiple priorities, with accuracy and confidentiality.
• Business math skills for managing basic financial tasks.
• Ability to work independently as well as collaboratively within a team.
• Willingness to learn and adapt in a dynamic work environment.

Qualifications :

• High School diploma or equivalent.
• 3 years of Customer Service experience.
• Proficient in Microsoft Office Suite.
• ERP / CRM experience.
1 day ago