Customer Service Rep

RS Americas; Fort Worth (TX); On-site; USD 34,000 - 42,000; Full time

Job summary

RS Americas in Texas is seeking a Customer Service Representative to provide exceptional service for customers by facilitating orders and resolving issues, reinforcing the company’s strong customer experience focus.

You will collaborate with Sales and other departments to ensure orders are captured accurately, answer questions about products and shipping, and guide customers through our digital tools for a smoother online journey.

Qualifications

• High school diploma or GED required or equivalent
• Excellent customer service skills and a passion for helping customers
• Able to work cross-functionally and collaborate effectively with colleagues
• Strong written and verbal communication skills
• High attention to detail and the ability to multi-task in a fast-paced environment

Responsibilities

• Champion a service excellence mindset and strive to make work easy for customers, internally and externally
• Ensure orders are captured in line with promises and highest quality standards
• Resolve customer issues by coordinating with other departments to address product, shipping, payment issues and more
• Become proficient in navigating RS websites and explaining the value of digital services to customers
• Provide quotes based on system data and pre-qualify customers for growth opportunities
• Support customer calls from Sales offices and ensure governance for account handling

Skills

Customer service excellence

Cross-functional collaboration

Communication skills

Attention to detail

Organization & multi-tasking

Education

High school diploma or GED

College diploma in related field

Job description

About RS Group

RS is a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.

About RS Group

RS is a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.

We operate in 33 markets, stock over 875,000 industrial and specialist products and list an additional five million relevant for our industrial customers, sourced from over 2,500 suppliers. This extensive range supports our customers across the industrial lifecycle of designing, building and maintaining equipment and operations. We enhance their experience through a tailored service model, leveraging our efficient physical, digital and process infrastructure sustainably. We combine a technically led and digitally enabled approach with an exceptional team of experts; ultimately, it’s our people that make the difference.

Our purpose, making amazing happen for a better world, reflects our focus on delivering results for people, planet and profit.

Global Shared Business Services supports customers in and outside of the business through centralization of support functions, process improvement, and service delivery. We work together, as a team, to ensure that business functions smoothly and customers are satisfied.

About The Role

Role Purpose

The Customer Service Representative's core responsibility is to provide exceptional service for customers through facilitating orders and resolving issues, in a manner that continues the strong customer experience focus at RS. The focus of the team is to add value, remove complexity in the process and ultimately free up time, enabling our Sales teams to develop and grow accounts. a sentence or two as a high-level summary of the overall role purpose.

Responsibilities

As a customer experience role model:

• Championing a service excellence belief, striving to make work easy for our customers. Both internally and externally.
• Ensuring orders are captured in line with our promise and to the highest quality standards
• Resolving customer issues: both in the moment and working cross-functionally to close the loop and fix issues at root cause: through direct work or coordinating activity with other departments – regarding product issues, shipping problems, payment issues, and more

As a Digital advocate:

• Becoming experts in navigating our websites, understanding and promoting our value add services
• Providing help and support to customers in their online journeys: providing assistance in finding products, understanding functionality and educating on the benefits of our digital services

Acting Commercially:

• Providing quote information to customers based on system data (not independent judgment).
• Pre-qualify customers and identifying leads for further growth potential
• Providing backup support for customer calls from Sales offices
• Ensuring customers accounts are handled with strong governance for appropriate support

How I Make a Difference In This Role

Apply customer service experience, operate with passion and focus on best serving customers through delivering timely, helpful support and assisting in process execution and improvement.

Org Structure

Customer Service Manager

Customer Service Supervisor

Customer Service Representative

Candidate Requirements

Essential Skills & Experience

• High school diploma or general education degree (GED) and one-two years related experience and/or training, or equivalent combination of education and experience.
• Excellent Customer Service skills – able to demonstrate an inbuilt passion for helping customers
• Experience of working cross-functionally and collaborating effectively with colleagues to get things done
• Strong written/verbal communication skills
• High attention to detail
• Highly organized and able to multi-task and prioritize own workloads

Desirable Skills & Experience

• Preferred college education or equivalent combination of education and experience.
• College diploma in related field
• Industry experience in manufacturing, distribution, automation

Equal Employment Opportunity

RS Americas is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of non-discrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.