Customer Service Representative Job at Dexter (Normal)

Job Description

The Customer Service Representative (CSR) position plays a crucial role in driving customer satisfaction, operational efficiency, and revenue growth by balancing customer support with sales opportunities. The primary function of the CSR is to provide exceptional support to customers through multiple communication channels while identifying sales opportunities to drive business growth. The CSR will handle customer inquiries, process orders, resolve complaints, and recommend products that meet customers' needs. By delivering excellent service, CSRs will strengthen customer relationships and contribute to operational efficiency.

Job Responsibility

Manage inbound calls, emails, and chats to assist customers with placing orders, managing returns, and tracking deliveries
provide accurate and timely product information, including specifications, pricing, and availability
resolve customer issues promptly, ensuring high levels of customer satisfaction
assess customer needs and recommend suitable products that align with their requirements and business objectives
proactively suggest additional or alternative products that add value to the customer’s purchase
identify opportunities for upselling and cross-selling during customer interactions to contribute to sales targets
accurately process customer orders, including data entry, tracking, and coordinating with internal departments (e.g., warehouse, logistics) to ensure timely fulfillment and delivery
monitor product availability and communicate any changes or delays to the customer
build and maintain strong, long-term relationships with customers through consistent engagement
follow up with customers’ post-sale to ensure satisfaction and address any issues that arise
make outbound calls to customers to check inventory levels, offer product recommendations, and suggest refill options
actively contribute to sales efforts by introducing new products and promoting relevant services that meet customer needs
entering and maintaining data for reporting and sales analysis
analyze and resolve customer issues quickly, even when customers are unclear about their needs
escalate complex problems to supervisors when necessary, ensuring timely resolutions that satisfy customer expectations

Requirements

High school diploma or equivalent required
bachelor’s degree in a business-related or technical field preferred
previous experience in customer service or inside sales is a plus
strong product knowledge or ability to learn quickly about company products
experienced and knowledgeable about Light-Duty Trailer products preferred
ability to multitask, prioritize, and manage time effectively in a fast-paced environment
excellent verbal and written communication skills, with a focus on clear and concise customer interactions
proficiency in customer relationship management (CRM) systems and order processing tools preferred

What we offer

Full benefits package including Health, Dental, Vision, Life, STD, LTD, FSA, HSA
3% profit sharing in our Safe Harbor program
401(k) Plan with company contributions
opportunities for internal career development and growth

Dexter - All Job Offers