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Customer Service Rep - Liverpool, United States - Specialty Building Products
Description
POSITION SUMMARY
Interact with customers to provide information in response to inquiries about products and services and to handle and
resolve complaints.
ESSENTIAL FUNCTIONS
Confer with customers by telephone in order to provide information about products and services, to take and
process orders and to answer customers' questions
Keep records of customer interactions and transactions, monitoring orders to ensure expeditious, complete and
correct delivery
Resolve customer complaints by researching the order history and taking disposition of incorrect products or
service
Follow-up to ensure that appropriate changes were made to resolve customers' problems.
Refer unresolved customer grievances to designated departments for further investigation.
Solicit sale of new or additional services or products, including up-selling and add-on selling
Maintain positive relationships with both internal and external customers
Continuously improve skills in the areas of product knowledge, process knowledge and selling techniques
Actively participate in departmental goal setting and goal achievement
Conduct all activities in a safe manner, adhering to company safety standards
Continuously work towards a "one-team" concept with outside sales representatives
Apply STAR qualities - seamless, trustworthy, attentive, resourceful
Provide stellar customer service and exceed the customer's expectations
Perform other duties as assigned
POSITION QUALIFICATIONS
Competency Statement(s)
Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others
Acts with Integrity - Demonstrates responsibility and honest behavior in all roles, tasks and responsibilities
Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to
defend a position or idea.
Communicates Effectively - Creates open channels of communication, adapts message to fit the audience,
expresses ideas clearly and concisely, keeps others well informed; listens carefully to input and feedback
Customer Driven - Provides stellar customer service (to both internal and external customers); follows through
on responsibilities to customers; leaves all customers satisfied and exceeds their expectations
Detail Oriented - Ability to pay attention to the minute details of a project or task
Drives Quality - Work is correct and error free within company policies and guidelines, checks quality of the work
before passing it along, passionate in ensuring that customer receives a quality and correct product/service
Drives Results - Demonstrates the ability to get results despite large workload, competing demands and a fastpaced environment; performed all tasks in job description in a highly effective manner, creative and innovative
and drives process improvements
Empathetic - Ability to appreciate and be sensitive to the feelings of others.
Enthusiasm - Maintains and communicates a high level of enthusiasm, commitment and energy to all co-workers
Ground Engaged - Aware of how the work performed in the job and the goals of the organization are
interrelated; aware of the competition; knows the business and industry
Organized - Possessing the trait of being organized or following a systematic method of performing a task
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
Product/Job Knowledge - Demonstrates a high level of knowledge of job, products, services and procedures. Has
a high level of job knowledge and understanding of systems, procedures, etc
Promotes Teamwork - Demonstrates positive working relationships with co-workers, effectively handles conflict
situations, comes to work when scheduled, adheres to schedule for arrival time, breaks and lunches
Resilient - Ability to recover from, or adjust to, misfortune or setbacks.
Safety Orientation - Follows safety policies and procedures, identifies and corrects safety hazards, encourages
others to work safety
Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of
a product, service, or idea
Time Management - Ability to utilize the available time to organize and complete work within given deadlines
Working Under Pressure - Ability to complete assigned tasks under stressful situations.
SKILLS & ABILITIES
Computer Skills
General computer knowledge required, including use of internet, email, MS Office
Other Requirements
Intermediate math skills
Keyboarding skills
Ability to use a calculator, able to read, write and understand English
Ability to communicate effectively and to articulate clearly
Willing to study company catalog to assist in product knowledge
Ability to use a multi-line phone system, occasional out-bound calling
Ability to understand both company sales goals and initiative
Pay Range:
$ $26.24 (based on experience)
We are proud to have the best team in our industry. We have experienced a tremendous amount of growth as a company.
This growth has served not only our customer base but has also provided significant opportunities for advancement amongst our employees.
Reeb Millwork is an equal opportunity employer.It is our policy not to discriminate in hiring and employment on the basis of race, color, religion, national origin, sex, disability, age, military status, genetic information, or other protected class status in accordance with all applicable federal, state, and local laws.
