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Under limited supervision, the Senior Customer Service Representative responds to customer inquires and places customer orders to ensure customer expectations are accurately determined and met. This role has in-depth knowledge of the company's products and services. The Senior Customer Service Representative develops and broadens relationships with customers to fully understand needs and wants. This role provides guidance and advice to less experienced Customer Service Representatives.
Job Responsibility:
Responds to complex customer inquires regarding products, provides quotes, and handles order entry
Places customer orders via telephone, fax, email, electronic methods, or walk in (counter sales)
Influences gross profit through negotiating sale price and purchase price
May adjust non-contract customer pricing
Builds customer relationships to drive repeat business
Orders items to ensure appropriate inventory levels
Expedites backorders
May pull inventory and prepare order for shipment
Sources products in branch, distribution center, or supplier inventory
Determines most cost effective shipping method
May handle customer returns
Provides coaching and guidance to less experienced representatives
May be responsible for quality and/or safety in the branch
Requirements:
High school diploma or GED
Five (5) or more years of related experience or an equivalent combination
Excellent communication skills including written, verbal, and listening
Ability to multi-task and time management skills
Excellent computer skills
Excellent negotiation skills
Strong product knowledge
Reliability, organization, and attention to detail