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Customer Service Representative

Department: Customer Business Development
Location: Wilmington, MA

Summary Perform customer service duties and provide administrative support to branch management and sales personnel by performing the following duties.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

 

Provide Administrative and back up support to Inside Sales Representatives, Field Sales Representatives and Branch Management

 

Perform Quote and Order Entry and Maintenance

 

Prepare various spreadsheets & worksheets

 

Support improved service and on-time delivery by maintaining records, tracking deliveries, and making recommendations

 

Prepare and/or distribute sales reports and sales literature

 

Maintain responsibility for office supplies, coordination of branch meetings, branch intranet and division contact list

 

Competencies                                                 

 

To perform the job successfully, an individual should demonstrate the following competencies:

 

Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations.

 

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.

 

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Participates in meetings.

 

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.

 

Teamwork - Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.

 

Judgement - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process.

 

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Develops realistic action plans.

 

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions; Follows through on commitments.

 

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

 

Quantity - Completes work in timely manner.

 

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

 

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

 

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.

 

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience                                                

 

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

 

Computer Skills                                             

 

To perform this job successfully, an individual should have knowledge of MS Word, Excel and Outlook.

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