Position Details
Industrial Customer Service Representative Apply
Job Description
Job Description
OVERALL POSITION FUNCTION
SPECIFIC DUTIES/FUNCTIONAL TASKS
OVERALL POSITION FUNCTION
This position will be responsible for timely and appropriate response to customer inquiries, order requests, and comments for our screening and wear products for the mining, aggregate and construction industries.
SPECIFIC DUTIES/FUNCTIONAL TASKS
· Answer incoming phone calls and relay to appropriate departments
· Perform customer service on in-bound sales calls to develop business relationships with customers’ representatives by responding to their needs
· Enter purchase orders for resale product in an accurate and timely manner.
· Communicate logistics for 3rd party orders
· Record feedback and customer sentiment concerning Samscreen’s and competitors’ products, and communicate to relevant parties
· Respond to customer needs with timely response to quote requests, tracking info, order entry, customer complaints and product recommendations
· Enter customer complaints and respond to them based on feedback from customer service manager.
· Participate in direct mail/phone campaigns by contacting potential buyers and informing them of Samscreen Inc products and services.
· Open new customer accounts by promoting and selling products which satisfy client needs
· Enter new products in to ERP following preset conventions
· Become knowledgeable with Samscreen Inc.’s full line of screening media and wear products, with aim of promoting them to current customers as well as potential buyers
· Assist in the coordination and execution of departmental meetings
· Assist in the execution of manager-assigned purchasing needs
· Assist in the execution of inventory management of marketing materials for multiple companies
REQUIRED SKILLS, KNOWLEDGE, AND ABILITY
· Customer service qualification or similar and/or relative level of demonstrated experience in sales & service preferably in a construction or mechanical industry.
· Strong multitasking abilities
· Excellent communication and interpersonal skills
· Strong organizational and time management skills
· Proven Customer Service ability
· Competent typing and computer entry skills
PHYSICAL DEMANDS
Largely sedentary, minimal physical work. 95% + office environment, some customer visits may be required.
PERFORMANCE EVALUATION AND METRICS
ü Customer satisfaction survey and feedback
ü Internal customer satisfaction survey
ü Accuracy in order entry
ü Number of customer complaints
ü Number of quotations generated
ü Number of orders entered
ü Average of dollar value per order
ü Quotation conversion %
ü New accounts from mail/phone campaign
ü Level of proven training and knowledge
ü Customer retention
CONFORMANCE
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.
