Customer Service Representative

Position: Customer Service Representative

Location: Corporate Office - Dallas, TX

Report To: VP Customer Service & Logistics

Industry: Manufacturing/Distribution

Job Type: Ful-Time | Onsite

Pay Range: $50,000 to $55,000

Overview: The Customer Service Representative is responsible for developing strong relationships with customers and connecting with key business executives and stakeholders. The Customer Service Representative serves as a liaison between the company and customers by addressing customers’ needs and concerns to help develop and maintain long-term partnerships. The Customer Service Representative serves as the main point of contact for customers. The Customer Service Representative consistently works to develop a thorough understanding of the company’s products and services to better upsell and cross-sell to clients.

 Key Duties & Responsibilities: The Customer Service Representative’s responsibilities include but are not limited to:

·         Provide introductory information to prospective and new customers.

·         Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

·         Build and maintain strong, long-lasting client relationships.

·         Utilize the CRM to enter tasks, opportunities, contacts, and other pertinent information daily to ensure up-to-date and accurate information on the funnel. 

·         Collaborate with sales team to identify and grow opportunities within assigned territory.

·         Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.

·         Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.

·         Provide accurate, valid and complete information by using the right methods/tools.

·         Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

·         Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

·         Utilize the internal/external CRM tool to report on all activity including, but not limited to promotions, campaigns, sales calls, and conversion daily.

·         Assist with challenging client requests or issue escalations as needed. 

Required Education & Experience: 

·         High School diploma or equivalent required. Bachelor’s degree in business administration, sales or relevant field preferred.

·         Demonstrated track record for past sales growth.

·         Proven work experience as a Customer Service Representative, or relevant role.

·         Experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and Microsoft Office (including Outlook, Excel, Word, and PowerPoint)

·         Industrial and/or construction outside sales experience

·         Experience in a fast-paced, team, and customer service environment.

  Skills & Abilities: 

·         Strong written and verbal communication skills

·         Excellent listening, negotiation, and presentation abilities.

·         Process and detail oriented.

·         Ability to manage multiple projects and priorities simultaneously as well as quickly reallocate resources to respond to changing customer and team member needs.

·         Ability to address issues in an open, constructive, professional manner.

·         Ability to build trust, creditability and sustain productive customer relationships.

·         Results driven and self-motivated.

·         High energy and sense of urgency.

·         Ability to exhibit creativity and innovation when contributing to organizational and individual objectives.

·         Ability to respond positively to change, embracing and using new practices or values to accomplish goals and solve problems. 

Working Conditions: 

·       This is a hybrid position and must be available to work Monday through Friday from 8:00am to 5:00 pm. 3 days must be onsite, and 2 days must be remotely.

·         Normal hearing and vision are essential for conversations, receiving information, and preparing documents.

·         Sitting sometimes for long periods of time.

·         High Pressure, with sales targets and performance metrics being central to the role.

·         Must be able to work in a fast-paced environment and to seek supervisory assistance as appropriate.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employees for this job. Duties, responsibilities, and activities may change at any time.