Brief Summary of Role This role is responsible for the handling of incoming orders via phone, email or fax and basic inquiries as they gain experience with the company’s products and services.
The representative will be expected to deliver a ‘Hassel Free’ experience to the customer on day to day basis.
Main Functional Responsibilities
• Process orders, blanket orders & release schedules in order entry system.
• Review orders for availability, accuracy and pricing.
• Inform customer of shipping date and any possible delays.
• Maintain customer database by entering new accounts and maintenance of existing accounts.
• Provide customer with product quotation and execute follow up activities as needed
• Resolve simple customer problems and analyze customer’s needs.
• Acquire and maintains product knowledge in order to cross sell and upsell customers effectively.
• Communicate clearly and exemplifies strong teamwork both internally & externally
• Cooperate with other members of the team to meet customers’ needs.
• Maintain the highest standard of safety in the office and warehouse and hold others to the same standard.
• Ability to qualify inbound leads
• Identify and assess customers’ needs to achieve satisfaction
• Other duties as assigned.
You should have the following skills, experience and/or qualifications:
• High school diploma required, and Associates degree preferred
• 1 to 2 years of work experience
• Enters a minimum of 35 orders lines, answer at least 10 incoming calls
• Responds within 2 hours to customer inquiries
• General PC skills, proficient in Microsoft Office (Outlook, Excel, and Word)
• Handles customer inquiries with a sense of urgency
• Must act with openness, honesty and integrity
• Must be detail oriented and accurate
• Must have strong verbal and written communication skills
• Ability to multi-task, prioritize, and manage time effectively
• Problem-solving
• Must be patient, empathetic and be able to put him/herself in the customers’ shoes
• Must be a positive thinker/team player, along with a can-do attitude
• Provides “Hassle-Free Customer Service”
• Basic to mid-level math and analytical skills
• Exemplifies Essentra’s health, safety and employee engagement culture.