Customer Service Representative - Addison, United States - Trinity Industries

Trinity Industries Addison, United States

1 week ago

Description

** Customer Service Representative**

****

New Trinity Highway Products is seeking a Customer Service Representative in Addison, TX.

The Customer Service Representative will perform configure / price / quoting tasks, is the customer point-of-contact for regarding order fulfillment, and supports the Outside Sales team. The CSR coordinates customer orders with the Order Fulfillment Representatives and responds to a variety of requests, such as status of order, shipping schedules, freight costs, etc.

**What you'll do:**

**Configure / Price / Quote**

+ Prepares and releases quotes to Outside Sales Representatives for final pricing and approval

+ Reviews customer purchase orders for accuracy and completeness. Verifies that all attachments, options, and special parts are included

+ Assists with credit process, obtaining information from customers and communicating acceptance/denial, terms of credit, and any other issues

+ Requests new, unique parts be setup in the system

**Outside Sales Support**

+ Fields and directs inquiries (including referring to the appropriate sales office/professional)

+ Maintains customer sales files

**Order Fulfillment / Customer Service**

+ Manages two-way communication with the customer regarding order fulfillment and customer needs

+ Interfaces with the Customer Order Fulfillment Representative for expedited delivery and scheduling issues

+ Executes exception guidelines for order changes after order acknowledgement with respect to changes to quantities, timing, part changes, etc.

+ Communicates load schedule with customer, consisting of multiple early alerts and culminating with the 48hr. advanced shipment notice (ASN)

+ Responds to customer service issues, drawing requests, resolving complaints concerning invoicing, shipping, or product problems

+ Requests load moves due to customer request

+ Tracks orders through the system until timely delivery of products

+ Reviews and processes customer credits

**Market Intelligence / Demand Forecast**

+ Records and tracks project lettings in real time monitoring changes to project lettings & updating them in the system

+ Monitors list of quotes and 'non-converted/expired quote' loss reason analytics

+ Logs customer communications in CRM tool

+ Supports NPD process by providing ongoing product/application feedback from customers that may serve both active projects and as new ideas

**What you'll need:**

High school diploma (or equivalent); (Associates or Bachelor's Degree Preferred)

3+ years of Outside Sales experience

Experience in the Roadway Safety Industry or selling/marketing to Roadway Agencies is desirable

Experience in quoting and pricing structures is also desired

Highly motivated individual with success in sales, proven personal scheduling and time management skills, and outstanding interpersonal and organizational skills

Excellent verbal communication and phone skills required

Must possess excellent customer service skills, strong work ethic, be highly organized, and have good oral and written communication skills

Displays confidence when handling difficult customers and/or objections

Attention to detail is critical

Preferred experience with Microsoft Word, Microsoft Excel, and order entry systems is highly desirable

Proof of COVID-19 vaccination required

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