CSR I

Job Description

Description:

Primary Purpose:

Handles all customer service activities including order taking, handling orders from end to end, providing a single point of contact to provide a consistent customer experience, coordinating order fulfillment, providing necessary information to customer, and problem resolution. Assists in building profitable sales by enhancing customer satisfaction and confidence. Also, as appropriate, suggests order changes/additions based on customer buying patterns and gathers market intelligence. Assist operations department.

The information contained in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Specific Duties and Responsibilities:

Processes customer orders

Enters live orders online in real time.

Enters electronic, paper, and manual orders online in real time.

Recommends increases in size of order and delivery expectations.

Quotes prices according to uniform pricing strategy and current market pricing.

Tracks order exceptions and maintains as needed.

Enters direct vendor to customer orders.

Develops solutions to customer needs / opportunities

Evaluates needs/opportunities and matches them with Veseris’ products/services and promotes monthly product promotions.

Is resourceful: considers full range of options to find a creative solution and makes decisions to resolve the situation.

Establishes communication with designated Operations, Sales, MPU and Credit contacts to ensure timely responses to fulfillment issues.

Builds and sustains long-term customer partnerships

Makes the business relationship mutually beneficial

Cultivates rapport with customer

Responsive to customer needs (return messages, timely follow-through)

Maintains up-to-date information on customers (contacts, products, requirements, etc.)

Fulfil customer’s expectations with realistic commitments

Serves as a resource to customers by sharing useful information (regulations, safety, product knowledge, market trends, pricing)

Satisfies customer requests for product, pricing, order information, and samples

Actively maintains and services all customers

With input of Management, participates in joint sales calls with sales representative as needed

Recognizes and responds to new/additional opportunities at existing customers

Displays effective interpersonal and communication skills (internal / external)

Delivers information in terms customers and associates understand

Achieves mutual understanding by summarizing and reviewing orders

Actively listens

Communicates in a professional manner both verbally and in written form

Responds in a timely manner to customer tasks/requests and confirms completion when appropriate

Demonstrates knowledge of Veseris

Understands Mission, Vision, Guiding Values, The Veseris Edge

Understands policies and procedures

Identifies people in the organization who can provide customer with requested information

Demonstrates understanding of Veseris’ products and services and quality process

Teamwork: collaborates with team members

Seeks good communication and cooperation within Veseris’ organization

Coordinates all routine aspects of customer orders, requests, inquiries, and shipments

Identifies and uses internal resources as needed to complete tasks

Is receptive / flexible / adaptable to change

Knows our go-to-market strategies and works with assigned team to implement and align these strategies with yearly (team) goals

Understands about local competitors and their services and communicates any market changes

Resolves problems / non conformances quickly (internal / external)

Uncovers and verifies problems / non conformances

Probes for all details on expressed concerns

Persists until all causes are identified and assists in resolution

Develops and presets solutions quickly

Anticipates potential problems and proactively works to avoid them

Understands customer’s business

Knows industry needs and trends

Responds to specific customer requirements

Participates in educational opportunities to expand industry knowledge (Supplier webinars, ProTraining, Recertification meetings, etc.)

Processes all administrative tasks

Completes all paperwork, reports, and administrative tasks in a timely, complete, and accurate manner.

Understands and adheres to local, state, and federal regulatory requirements / policies / guidelines

Adheres to all operational safety protocols and policies

Completes all required safety trainings and documentation

Participates in Spot It & Stop It program

Follows all safety protocols when operating equipment (electric/gas/manual)Requirements:

Specialized Knowledge/Skills:

Entry Requirements

Communication and active listening skills

Telephone skills

Knowledge of Veseris products, services, and the industries we serve

Problem-solving

Ability to prioritize and multi-task

Keyboarding and basic PC skills

General knowledge of Microsoft software

General knowledge of math skills pertaining to volume conversions and pricing

Ability to work independently and/or in a team environment

Face-to-Face customer service

Education/Training:

Bachelor’s degree, or equivalent experience, preferred, and demonstrated performance of appropriate entry-level skills.

High school diploma

Physical Demands/Environmental Conditions:

Sitting for extended periods of time

Potential exposure to hazardous substances

High stress level

Various roles depending on location type: HUB, stand-a-lone, number of CSRs

May need to lift/handle up to 50LB consistently to meet daily location requirements

Exposure to heat and cold temperatures if working in a warehouse