Customer Service - Customer Service Representative I

Peak Toolworks; Jasper (IN); On-site; USD 34,000 - 46,000; Full time

Job summary

Peak Toolworks in Jasper, Indiana is seeking a Customer Service Representative to deliver exceptional support across the sales cycle. You will respond to inquiries, identify parts, prepare quotes, process orders, and coordinate deliveries to ensure accurate and timely service.

The role emphasizes strong communication, problem solving, and a sales mindset to build lasting customer relationships, support outside sales, and identify new business opportunities.

Qualifications

• Excellent communication and problem-solving skills.
• Ability to manage multiple tasks and meet deadlines in a fast-paced office environment.
• Strong organizational skills and attention to detail.
• Customer-focused mindset with sales acumen.

Responsibilities

• Serve as a primary point of contact for customers, providing accurate and timely information throughout the sales process, from initial inquiry and quoting through order fulfillment and delivery.
• Prepare quotes for outside sales representatives and follow up with the sales team to help ensure quotes are converted into orders. Monitor orders to support timely processing and delivery.
• Respond to customer inquiries by phone and email, providing product information, technical specifications, pricing, order status updates, and solutions to customer concerns.
• Research products and identify parts, prepare quotes, confirm orders, process transactions, and coordinate order expediting to meet customer expectations and delivery requirements.
• Make outbound calls to prospective customers and inactive accounts to generate interest, identify opportunities, and strengthen customer relationships.
• Proactively identify and resolve customer issues related to pricing, orders, product availability, and delivery while maintaining a high level of customer satisfaction.
• Maintain accurate customer records, quotes, purchase orders, order history, reports, and other documentation to support customer inquiries and internal business processes.
• Work closely with outside sales representatives and internal departments to coordinate customer needs, resolve issues, and ensure a seamless customer experience.

Skills

Communication

Problem Solving

Organizational Skills

Sales Mindset

Customer Focus

Job description

Summary/Objective

The Customer Service Representative is responsible for delivering exceptional customer service by providing timely, accurate information and support throughout the customer sales cycle. This position requires strong communication, problem-solving, organizational, and sales skills to ensure a positive customer experience and build lasting customer relationships.

Responsibilities include supporting outside sales representatives, responding to customer inquiries, identifying parts and products, researching and preparing quotes, processing orders, coordinating deliveries, expediting orders, and resolving customer concerns. The role also supports inside sales initiatives through outbound calls, re-engagement of inactive accounts, and developing and maintaining customer relationships to identify new business opportunities.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Customer Support: Serve as a primary point of contact for customers, providing accurate and timely information throughout the sales process, from initial inquiry and quoting through order fulfillment and delivery.
2. Quote Management: Prepare quotes for outside sales representatives and follow up with the sales team to help ensure quotes are converted into orders. Monitor orders to support timely processing and delivery.
3. Customer Communication: Respond to customer inquiries by phone and email, providing product information, technical specifications, pricing, order status updates, and solutions to customer concerns.
4. Order Management: Research products and identify parts, prepare quotes, confirm orders, process transactions, and coordinate order expediting to meet customer expectations and delivery requirements.
5. Inside Sales Development: Make outbound calls to prospective customers and inactive accounts to generate interest, identify opportunities, and strengthen customer relationships.
6. Problem Resolution: Proactively identify and resolve customer issues related to pricing, orders, product availability, and delivery while maintaining a high level of customer satisfaction.
7. Documentation and Records: Maintain accurate customer records, quotes, purchase orders, order history, reports, and other documentation to support customer inquiries and internal business processes.
8. Cross-Functional Collaboration: Work closely with outside sales representatives and internal departments to coordinate customer needs, resolve issues, and ensure a seamless customer experience.
9. Order Entry Support: Provide backup support for new tool and resale order entry as needed, including coverage for vacations and other departmental absences.
10. Continuous Improvement: Identify opportunities to improve customer service processes, communication, and overall efficiency.

Competencies

1. Communicates Effectively: Listens actively, understands customer needs, and communicates clearly and professionally through verbal and written communication. Adjusts communication style to meet the needs of different customers and stakeholders.
2. Customer/Client Focus: Prioritizes customer satisfaction by anticipating needs, responding promptly, resolving concerns, and building positive, long-term customer relationships.
3. Action Oriented: Takes initiative, demonstrates a sense of urgency, and proactively addresses challenges and opportunities. Responds effectively to changing priorities and customer needs.
4. Problem Solving: Identifies issues, researches available information, evaluates solutions, and takes appropriate action to resolve customer concerns.
5. Organizational Skills: Effectively manages multiple priorities, maintains accurate records, follows through on commitments, and meets deadlines in a fast-paced environment.
6. Sales Mindset: Recognizes opportunities to grow customer relationships, re-engage inactive accounts, promote products and services, and support departmental sales objectives.
7. Collaboration: Works effectively with internal teams and outside sales representatives to achieve shared goals and provide consistent customer support.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully