Customer Service Representative

NESC Staffing

Sanford, ME

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JOB DETAILS

LOCATION

Sanford, ME

POSTED

30+ days ago

Customer Service Representative

POSITION SUMMARY

Customer Service Representative will act as liaison between company and customers, sales representatives, Baker product certifiers, engineering, manufacturing, traffic, credit, and the company’s accounting staff to calculate and send quotes and sale orders, processes warranties, and fulfill customers’various needs to ensure satisfaction.

DUTIES AND RESPONSIBILITIES

·        Fields incoming phone calls and online inquiries from end users, service technicians, and sales professionals in a courteous and helpful manner

·        Supports a network of independent manufacturer’s sales representatives and / or sales partners

·        Processes quotes and purchase orders

·        Log call data/info into CRM or ERP

·        Coordinate with engineering personnel to get the customer’s answers as required. Provide product, pricing and other relevant information as requested by Customers / Field Techs

·        Issues warranty calls

·        Ensures customer inquiries are resolved in a timely manner (e.G., warranty, non-warranty, troubleshooting service incidents)

·        Solid understanding of the features and benefits of all products sold and serviced by the company

·        In-depth knowledge of all warranties

·        Ensures compliance with the company’s quality assurance program and customer satisfaction programs to ensure the equitable resolution of customer complaints

·        Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards

·        Communicates with others in the company (vertically and horizontally) to ensure compliance with service standards and company policies.

·        Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units

·        Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.

·        Perform other relevant duties as assigned by the supervisor and/or manager

KEY PERFORMANCE METRICS

·        Call logs (In- bound/out-bound)

·        Data log

·        Territory management

·        Product knowledge

·        Order accuracy and validity

·        Completeness of orders

PHYSICAL REQUIREMENTS

·        Able to sit for extended periods of time

·        Able to work on a computer

MINIMUM REQUIREMENTS

·        Excellent communication skills

·        Experience in international orders / shipments a PLUS

·        High energy level

·        Strong organizational skills

·        Proficient in Microsoft applications

·        Good analytical skills

·        Ability to multi-task

·        Able to work under pressure and meet deadlines

·        Works under little to no supervision.

·        Contracts administration/bids knowledge a plus.

·        Associates/bachelor’s degree in business (preferred)

BENEFITS

Medical and Dental
Company Paid Health Reimbursement Account
Flexible Spending Accounts
Life and Disability Insurances
401(k) and Company Profit Sharing Plan
Gym Membership Reimbursement
Paid Time Off
And More!

About the Company

NESC Staffing

The company was founded in 1984 as National Engineering Services Corporation. In 2015, we changed our name to NESC Staffing to better reflect the service we provide to businesses and professionals.

We have grown to six branch offices that cover the entire United States, providing everything from engineering to science recruitment and more. Our goal then and now is to combine years of experience in the industry with state-of-the-art recruitment and payroll methods to provide our employees and client companies with qualified technical support and quality service. We are a privately held nationwide firm with corporate headquarters in Portsmouth, NH.

COMPANY SIZE

100 to 499 employees

INDUSTRY

Other/Not Classified

FOUNDED

1984

WEBSITE

http://www.nesc.com