CUSTOMER SERVICE REP

Fry Reglet Corporation; Santa Fe Springs (CA); On-site; USD 33,000 - 37,000; Full time

Job summary

Fry Reglet Corporation in California is seeking a Customer Service Representative to be the primary contact for customers via phone and email, handling orders, inquiries, and quotations with Zendesk and Outlook.

You will process orders in the ERP system (Microsoft Dynamics), provide product and lead time information, coordinate shipments with operations, and maintain accurate records in ERP/CRM while meeting performance goals.

Qualifications

• Two years’ customer service experience is required.
• High School diploma or equivalent required; college degree preferred.
• Experience in architectural design or construction is a plus.

Responsibilities

• Provide superior customer service via inbound calls and emails using Zendesk and Outlook.
• Process orders and pricing in the ERP system (Microsoft Dynamics).
• Communicate product availability, pricing, and lead times to customers.
• Outbound communication to follow up on requests and resolve issues.
• Use available tools to complete daily tasks accurately and efficiently.
• Coordinate shipments with Operations and capture order/shipment details in ERP.
• Maintain and update order data in ERP/CRM systems.
• Strive to meet all team goals and metrics assigned.
• Assist/backup peers and participate in special projects as needed.

Skills

Customer service experience

Effective communication

Multi-tasking and organization

Attention to detail

Education

High School diploma or equivalent

College degree preferred

Tools

Zendesk

Microsoft Outlook

Microsoft Dynamics ERP

CRM systems

Job description

Job Details

Job Location: CALIFORNIA - SANTA FE SPRINGS, CA 90670

Salary Range: $24.00 - $27.00 Hourly

Overview

The primary focus of the Customer Service Representative (CSR) is to provide quality service to our customers in a courteous and helpful manner. The CSR will effectively communicate with a diverse customer base via phone and email. The CSR responds to inquiries, places orders, problem solves, communicates product and order information, and performs related duties as required. This role is the primary point of contact for internal and external customers and handles requests such as order placement and tracking, product and lead time information, quotations, and sample and literature requests.

Essential Job Functions and Responsibilities

• Provides superior customer service through effectively responding to all inbound customer calls and emails using Zendesk and Micorsoft Outlook


• Completes order processing and pricing functions using Microsoft Dynamics ERP system


• Communicates product information, availability, pricing, and lead time information


• Provides outbound communication as necessary to resolve and follow-up on requests


• Utilizes all available tools to accurately carry-out day-to-day tasks and responsibilities


• Accurately obtains custom shipment or expedited freight requests, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team


• Creates and maintains additional information in ERP and CRM systems, including order details, product specific feedback, address information, billing information, and contact preferences


• Responsible for achieving all goals and metrics as assigned


• Participation in special projects or tasks as assigned


• Assists/backs-up peers

QualificationsExperience and Skills

• Basic to intermediate knowledge of MS Office, including Excel, Word, and Outlook


• Ability to communicate effectively and professionally, both verbally and in writing


• Capability to answer incoming phone calls and email for the majority of each day


• Ability and desire to multi-task and quickly reset priorities as dictated by workflow, excellent organization skills


• Potential to quickly gain a basic understanding of products and product applications


• Ability to continuously be accurate and precise throughout an entire workday


• Excellent interpersonal skills, maintenance of a positive and enthusiastic attitude throughout each workday


• Ability to quickly and thoroughly respond to customer inquiries


• Must be self-motivated and display initiative, integrity, and professionalism

Qualifications

• Two years’ customer service experience is required, preferably in a business to business capacity or with a manufacturer


• High School diploma or equivalent required, college degree preferred


• Experience in Architectural design or construction is a plus

Physical Requirements

• Sit for long periods of time


• Use their hands to handle, control, or feel objects, or controls


• Repeat the same movements


• May need to enter warehouse from time to time to obtain information