Customer Service Representative
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Job Description
CSR Specialist handling complex customer inquiries, technical support, orders, pricing, and sales for Motion Industries’ industrial parts distribution business. Coaching representatives and coordinating inventory fulfillment to meet customer needs.
Responsibilities:
- Respond to customer inquiries, provide quotes, and take customer orders via telephone, fax, email, electronic methods, or walk-in counter sales
- Handle complex inquiries and technical customer support activities
- Identify, enhance, and follow business processes and procedures to maximize efficiency
- Serve as a Subject Matter Expert on one or more technical products
- Proactively promote Motion’s products and generate sales to existing customers
- Sell Motion’s products and services by understanding and meeting customer needs
- Negotiate sale and purchase prices within specified parameters to influence gross profit
- Adjust non-contract customer pricing based on competition while maximizing profit
- Maintain relationships with current and potential customers and resolve customer queries
- Ensure billing and collection and facilitate customer requests efficiently and promptly
- Order items to maintain appropriate inventory levels for customers
- Place orders up to $25,000 per line and $50,000 per Purchase Order without approval when applicable
- Expedite backorders
- Pull inventory and prepare customer shipments when applicable
- Source products from branch, distribution center, or supplier inventory
- Determine the most cost-effective method to fulfill customer orders
- Handle customer returns when applicable
- Partner with Account Representatives to ensure customer satisfaction
- Coach, guide, and direct less experienced Customer Service Representatives
- Assist less experienced representatives with customer needs and technical expertise
- Perform other duties as assigned
Requirements:
- Typically requires a bachelor’s degree and three (3) years of related experience, or an equivalent combination
- Reliability, organization, and attention to detail
- Excellent written, verbal, and listening communication skills
- Ability to multitask and time management skills
- Excellent computer skills
- Strong negotiation skills
- Specialty product knowledge from previous warehouse and inside sales experience
- Excellent driving record preferred
- No supervisory responsibility
Benefits:
- Healthcare coverage options
- 401(k)
- Tuition reimbursement
- Vacation pay
- Sick pay
- Holiday pay
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