Customer Service/Account Manager

Job Description

Job Description

SUMMARY : The Customer Service Rep / Account Manager is the primary contact person in our company who communicates with customers and prospective customers in the daily conduct of our business.

This employee will be required to spend the majority of their time in the office answering phone calls / quoting / entering orders.

As a secondary role they will travel to handle specific accounts as the point of contact for Vendor Managed Inventory services.

QUALIFICATION REQUIREMENTS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS : The ability to speak, read and write English and to communicate clearly and effectively with others.

MATHEMATICAL SKILLS : Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to compute rates, ratios, and percentages.

REASONING ABILITY : Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving concrete variables in standardized situations

PHYSICAL DEMANDS : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift 50 lbs. on a regular basis.

While performing the duties of this job, the employee is regularly required to sit and stand and use hands to finger, handle, or feel and manipulate objects, tools, or controls;

reach with hands and arms; and talk or hear. The employee is occasionally required to walk throughout the facility.

COMPUTER SKILLS : The employee must have mid-level computer skills including data entry via keyboard typing and / or usage of a mouse.

Basic knowledge of Microsoft Excel and Word are required.

WORK ENVIRONMENT : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee will be working in a smoke free office environment, heated and air conditioned. The noise level in this environment is usually low.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following : Other duties may be assigned.

1. Provide information about our products and services to customers and prospects as requested. Follow up with literature or directions to our website as required.

2. Prepare price and delivery quotations as requested by customers, prospects or salesmen, following our QIS procedures. Enter quotation into our computer system.

Recommend or up-sell our products or services whenever possible.

3. Receive customer orders via computer, fax or phone and enter them into our computer system.

4. Expedite orders as requested by customers or internal reports to insure on time delivery of all orders.

5. Troubleshoot customer problems and resolve them by communication with the appropriate internal departments, managers or supervisors.

6. Communicate with outside salesmen regarding any significant issue with his / her customer, either positive or negative.

7. Initiate Material Return Authorizations from customers and communicate to appropriate personnel or departments.

8. Make weekly visits to customers to further our relationship and perform VMI functions, including delivering orders, putting stock away, writing & processing new orders.

9. As needed, help facilitate counter sales when in the office. This includes greeting the customer, helping them find the products they need and completing the sales / transaction.

10.. Maintain and foster excellent customer relations at all times.

11. Measurable activities :

a. CSV / Customer Returns

b. Customer Feedback

c. Sales per line item by taker number.

d. Number line items entered by taker.