Customer Service Representative - APG West

This position ensures the highest level of customer satisfaction by providing support, guidance, proper follow-up, and resolution to client inquiries or issues. The individual in this role is accountable for answering product inquiries, taking customer orders, coordinating delivery with dispatch, and coordinating with internal company departments and vendors in a fast-paced office. Customers include dealers, contractors, homeowners, and installers. This position is frequently combined with customer service initiatives and supports outside sales representatives in Utah, Idaho, and Colorado markets.

Job Responsibilities

• Receive customer phone calls; provide support to dealers, customers, and contractors via phone, email, and in person
• Enter customer orders and follow through until fulfillment, communicate the expected delivery date, and explain stock-outs
• Confirms that submitted customer orders have the correct quantities and pricing and requests revisions when necessary
• Work closely with the production team on ETA’s on out-of-stock items and communicate updates and changes to customers
• Create and update customer cases in the Salesforce database for customer-related concerns, including product availability, billing, delivery, product quality, and product returns
• Coordinate delivery schedules with dispatch and keep the customer informed of such schedules
• Categorize, file, and maintain ship ticket copies for audit purposes and file all customer records
• Physically check / verify orders on outbound trucks to shipping tickets to ensure accuracy of material on outbound deliveries
• Handling calls: Answering inbound and outbound calls
• Receive and process credit card payments for cash customers
• Help customers with problems; provide customer feedback to management
• Route opportunities to the appropriate sales representative to provide customers with technical information about products and prices. Refer to product catalogs and specification guides to determine related product uses and applications
• Work closely with outside sales representatives regarding sales promotions and initiatives which require phone contact and follow-up along with visits to customers
• Prepare quotes and coordinate mailings of literature and samples
• Enter sales orders into the computer for tracking
• Attend training meetings, seminars, department meetings, and sales meetings as required
• Assist in quarterly physical inventory counts
• Retrieve information for the credit department when needed
• Follow all safety regulations
• Other duties and responsibilities related to the nature of the job may be given on a temporary or permanent basis as needed

Job Requirements

• High School diploma, GED, or equivalent combination of education, experience, or training in a related field
• Knowledge of ERP systems
• Experience with the Microsoft Office suite
• Experience in a service-oriented or customer service
• Ability to be flexible and adaptable while maintaining a positive attitude and desire to work with a great team in a fast-paced environment
• Ability to build strong customer relationships
• Excellent mathematical and communication skills
• Strong interpersonal, organizational, and problem-solving skills
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Attention to detail
• Ability to multi-task
• Bilingual in English and Spanish preferred, but not required
• Ability to sit for extended periods
• Ability to perform repetitive motions of the wrist, hands, and fingers to use a PC and keyboard
• Bending and some lifting
• Extensive writing
• Extensive phone and radio use
• Tasks can be very repetitive
• Able to lift concrete products and other objects weighing up to 25 pounds from floor level to 4 feet high
• Able to assist others in moving heavier or bulkier objects
• Have good depth perception and color discrimination