Career Opportunity Application

Position: Customer Service Representative

Position Summary/Objective
 
The Customer Service team member will provide and deliver professional, helpful and a high level of quality assistance before, during and after the customer's requirements are met. Provide sales support to the sales staff with day to day operations.
 
Essential Functions & Responsibilities

  • Respond to various customer requests in a timely and effective manner, ensuring a high level of customer satisfaction.  Establish and maintain strong positive customer relationships.
  • Support internal sales representatives, including maintaining customer base, order entry and weekly updates on regional installations.
  • Send in Gill PO’s to the factory and confirm receipt.
  • Verify Order Acknowledgments from factory for pricing verification against the Gill Purchase Order.
  • Obtain an estimated ship date and/or tracking # and email customer with this information (set us aside from the competitor)
  • Keep accurate record of all jobs from date of purchase to delivery acceptance.
  • Keep up to date on tracking spreadsheets for GSA Advantage and GSA Global Supply orders – these are time sensitive orders and will result in a negative rating to the company if not kept current, daily.
  • Handle warranty claims and assist with service issues/guidance before and after warranty has expired.
  • Responsible for handling freight claims and returns.
  • Respond to customer information request/inquiries including, mailing of TriMark catalogs, tracking information, and proof of delivery.
  • Achieve and maintain high level of product knowledge through product training, reading written materials, and utilizing resources/tools available for support.
  • Foster positive relations and communications, and conduct oneself in a professional manner with customers, vendors, co-workers, and management.
  • Provide coverage and back-up for other regions while personnel are on vacation.
  • Open Order Report – Time Sensitive.
  • Follow up on quotes sent to the customer within 24-48 hours and keeping a log of the feedback, asking a series of questions, to help with the next follow up call.
  • Entry of Job/PO numbers into Auto Quotes.
  • Phone coverage in the hunt group as back up for the accounting department.
  • Other duties as assigned.
 
Competencies, Skills and Abilities
  • Superior customer service attitude with unwavering commitment to the customer, team, and Company
  • Clear, concise, and genuine phone presence
  • Excellent communication skills, both verbal and written
  • Excellent interpersonal skills
  • Outstanding problem solving skills
  • Intermediate math skills
  • Ability to prioritize and multi-task in a fast-paced and demanding environment
  • Sales minded with winning attitude and proven success in developing long term relationships with current account base and new business opportunities
  • Strong organizational skills
  • Highly motivated and self-directed
  • Results oriented team player with a committed effort to meet goal numbers
  • High attention to detail
  • Strong working knowledge of MS Word, Excel, and Outlook and MS Operating system
  • Strong professional work ethic


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