Customer Sales & Service Representative

Applied Industrial Technologies; City of Rochester (NY); On-site; USD 26,174 - 28,929; Full time

Job summary

Applied Industrial Technologies is seeking a Customer Sales & Service Representative to build profitable customer relationships, manage orders and coordinate supplier support. You will handle inquiries, source profitable products, monitor quotes, and drive on-time responses while balancing company policy and customer needs.

The role includes warehouse duties and continuous system/procurement improvements. The ideal candidate has strong communication skills, SSMS-like experience, and proficiency

Qualifications

• 6+ months of customer service experience or 1+ year in a stockroom/driving position within industrial distribution.
• High school diploma or equivalent.
• Demonstrated mechanical and mathematical aptitude.
• Excellent communication and organizational skills.
• Ability to learn new systems and processes quickly.
• Strong computer skills, particularly Excel.

Responsibilities

• Handle customer requests to resolve issues promptly via phone, email, fax, or other channels.
• Recommend profitable products and manage inventory sources to meet dates.
• Review open orders and quotes to ensure on-time responses and conversions.
• Communicate disruptions and actions needed to management.
• Balance policy with customer benefit in decisions.
• Help improve margins by sourcing profitable options and reducing overrides.
• Gain product knowledge to assist customers and coordinate supplier support.
• Invest in systems, training and company initiatives for career development.
• Identify process improvements using feedback and metrics.
• Perform warehouse duties including picking, packing, receiving, counting, stocking, and delivery.
• Provide backup support to colleagues and other duties as assigned.

Skills

Customer service

Communication

Excel

Teamwork

Learning agility

Problem solving

Education

High school diploma

Tools

SAP

Calipers

Job description

A Customer Sales & Service Representative (CSSR) is responsible for establishing and maintaining profitable relationships with customers on behalf of Applied by taking personal and complete responsibility for each customer contact and by ensuring that customer requirements are met while pursuing the interest of the Company.

The CSSR is an integral part of the Applied sales team and interacts with Applied's customers by providing them with information to address inquiries regarding products and services.

Responsibilities

• Professionally handle requests from customers to ensure that issues are resolved promptly and thoroughly. Requests are received via phone, email, fax, EDI, walk-in customers and as communicated by Applied sales associates.
• Recommend and source the most profitable products, utilizing internal inventory first, supplier inventory as an alternate option, to meet or improve upon the customer required dates.
• Proactive review of open customer orders and pending quotes to ensure on-time responses, shipments, and conversion of quotes to orders.
• Communicate disruptions in service levels, approval requests, corrective actions needed, customer feedback, and preventative actions to Service Center management.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both Applied and Customer.
• Maximize profit by working with suppliers to gain additional chargebacks, recommending the most profitable product offerings. Support pricing and margin improvement efforts by communicating opportunities with management, adopt and utilize methods that will reduce overrides, promote most profitable options to our customers, and recover freight expenses.
• Gain and utilize product knowledge and expertise to assist customers with product selections and coordinate supplier engineering support to drive the sales process.
• Responsible for personal investment in gaining proficiency in our systems, product training, adoption of company initiatives and tools and overall continuous career development.
• Continuously identify and evaluate process improvements that positively impact the Customer's experience by using Customer Feedback, Supplier Nonconformance, and OnTime and Error-Free forms and metrics.
• Perform warehouse functions including pulling and packing product, receiving, cycle counting, stock put away and delivery of product. Provides emergency and after hours services as scheduled.
• Provide backup support to other associates within the Service Center as necessary along with other duties assigned by management.

Education & Work Experience

Required

• 6+ months of customer service experience or 1+ year of experience in a Stockroom/Driving position within industrial distribution
• High school diploma or equivalent
• Demonstrated mechanical and mathematical aptitude
• Excellent communication and organizational skills
• Ability and desire to learn new systems and processes quickly
• Strong computer skills, particularly in Excel
• Requires ability to sit and stand for extended periods of time, walk, bend, and lift up to 25 lbs. regularly and up to 50 occasionally.

Preferred

• SAP experience in a customer service setting
• Knowledge of industrial products and hydraulics
• Ability to learn and use calipers to measure specs on a wide variety of industrial parts
• Highly developed sense of integrity and commitment to customer satisfactions
• Demonstrated passion for excellence in customer service
• Ability to communicate clearly and professionally, both verbally and in writing
• Has a pleasant, patient and friendly attitude
• Detail oriented with strong communication and listening skills
• Possess a solid work ethic and team player mentality

Starting Salary: In accordance with applicable wage transparency law requirements, the typical estimated total compensation for this position is $19-$21/hour depending on experience, including potential bonus opportunities. Bonus amounts can be tied to company, location and/or individual performance, but no specific amount is guaranteed.

Applied Industrial Technologies is built on a philosophy that puts people first. We are an equal opportunity employer, and we are committed to a workforce in which we enforce fair treatment and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.