Customer Service Representative
- Sales and Growth
- Identify upsell and add-on product opportunities by asking probing questions to identify product need.
- Timely and accurate processing of customer orders; insuring that all job orders contain all components necessary for the customer to execute and complete the installation.
- Provide first line of technical support insuring customers have accurate product and application knowledge including providing any needed specification data.
- Coordinate, expedite and track critical orders through delivery with regular communication to the customer.
- Communication of product promotions to customers through outbound calls.
- Record complete and accurate information on job leads through inbound calls.
- Sales region main point of contact for general customer service requests.
- Document important and crucial customer information into the Salesforce system for follow up and notification to sales team members.
- Other
- Support ISR and ISA in providing written job quotes as needed
- Support ISR and ISA in logging information in the Salesforce as needed
- Answer inbound calls in a timely and professional manner; meeting customers expectations.
- Regional point of contact for distributors and sales representatives
- Daily maintenance of filing and reports; purchase orders, open orders, backorders, suspense
- Support ISR with Salesforce input and other administrative activities related to closing of sales as needed
- Generate and processing of profoma invoices
- Other projects and assignments as designated by Supervisor
- Keep department manager informed of successes, key information and roadblocks.
- Demonstrate exceptional interpersonal communication and relationship building techniques.
- Have the ability to work in a diverse and dynamic team environment.
- Exhibit skills for multitasking, flexibility and quickly adapting and responding to the changing needs and priorities of all customers; internal and external.
- Demonstrated ability to perform data analysis, problem solve and make recommendations for resolution.
- Solid aptitude for learning new tools, processes and techniques.
- Exceptional verbal and written communication skills.
- Strong organization skills.
- Demonstration of the competencies and skills listed above.
- Two or more years of experience in a customer service, sales or call center environment with increasing responsibility.
- NDS product and business knowledge or experience in a similar industry.
- Working knowledge of Syspro or similar ERP system.
- Intermediate or advanced experience with Microsoft programs (i.e. Word, Excel, and PowerPoint).
- Ability to effectively work cross functionally.
- Bachelor Degree
- Irrigation or plumbing product design or installation knowledge
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