CSR - Customer Service Representative II job - DLT Air - Waterville, ME

Level I
Employees performing at this level are expected to be fully proficient 6-12 months after moving into the position.

In response to every customer inquiry, the CSR will provide as appropriate:

Timely/accurate quotes on price and delivery.
Current product information.
Information on availability and delivery options.
Expedite timely answers to customer questions.
Process orders including taking and entering the order.
Set up customer files and actively maintain computer records.
Respond to quality performance issues and insure the customer problem is resolved.
Submit NCE documentation as appropriate to resolve the INSCO problem.
Respond to customer problems as to best/appropriate product applications.
Resolve issues for customers and interact with vendors, sales and others as appropriate.
Proactively notifies customers about schedule changes/delays.
Expedite delivery of orders.
Actively seek business by following up on unanswered quotes.
Prioritize internal administrative account management and coordinate issues with warehouse, accounting, purchasing, quality, sales, etc., so there are no unresolved issues for the customer.
Participate in customer visits.
Coordinate customer return goods issues.
Support sales initiatives with outbound call programs as requested
Attend all sales and product training meetings.
Proficiency in the company’s computer system.
Track all activity on ACT data base.

Level II
In addition to the skills and aptitudes required for Level I, performance at this level may have the following additions:

Act as mentor to provide technical and system training to new hires.
3+ years of experience in the job/department.
Ability to independently establish customer pricing recommendations.
Provide on-site customer application design support.
Assist outside sales staff developing technical applications.
Seasoned product skills.
Committed to learning company’s system (SX)
Increase sales with each existing customer and grow the customer’s bottom line.
Identify and pursue business opportunities with potential new customers.
Have a high visibility and accountability to each account.
Provide customer with superior ideas, products and customer services.
Understand that knowledge of customer’s business is a competitive advantage and leverage this knowledge.
Process all associated reports, invoices and database updates as required.
Identify and pursue business opportunities with potential new customers.
Identifies all ITAR/EAR projects and/or customers at The INSCO Group.
Attend ITAR training.
Ensures that all technical data provided to foreign persons is authorized.
Report any information relating to compliance that presents itself during sales negotiation to CSM or VP Sales.

All INSCO Group employees are authorized to report instances of nonconforming material and service to the appropriate person(s) when observed.
The CSR is authorized to sell products below company established GM targets to ensure customer retention. The CSM and the assigned outside sales representative should be notified when this occurs.
CSR authorization is based on the SX security level and will allow a CSR to enter orders, source items and issue RGA’s based on this level.
The CSR is authorized to issue an RGA to the customer once they have verified the inventory status. ( If material is an order as needed item, they must check with the vendor for any restocking charges and get a vendor RO#. If there is a question about value and or restocking charges to the customer CSR should check with CSM.
CSR may extend free services and no charge product with discretion to resolve customer disputes and/or service failures. The appropriate manager and sales reps should be notified.

Outstanding listening skills
Strong problem solver
Detail oriented and accurate
Good follow through (closing skills)
Excellent communications skills
Good phone skills
Strong interpersonal skills
Accepts responsibility
Excellent writing skills
Able to multitask and prioritize work
Experienced computer skills
Ability to learn a technical product
Knowledge of distribution systems
Common sense
Proactive
Keen sales skills
Understand and work with divers customer base
Self Starter
Resilient
Responds to a variety of customer personalities

Required experience:

• Customer service in a manufacturing, Industrial or distribution company: 2 years