Senior Customer Service & Solutions Lead

Motion Industries; Cedar Rapids (IA); On-site; USD 42,000 - 54,000; Full time

Job summary

Motion Industries in Cedar Rapids, IA, is seeking a Senior Customer Service Representative to respond to inquiries and place orders, ensuring customer needs are accurately determined and met.

Under limited supervision, you will develop relationships with customers, provide guidance to junior staff, and help drive profits through informed pricing and service decisions. Strong communication and product knowledge are essential.

Qualifications

• Typically requires a high school diploma or GED and five (5) or more years of related experience or an equivalent combination.
• Excellent communication skills including written, verbal, and listening.
• Ability to multi-task and time management skills required.
• Excellent computer skills.
• Excellent negotiation skills.
• Strong product knowledge.

Responsibilities

• Responds to complex customer inquires regarding products, provides quotes, and handles order entry.
• Places customer orders via telephone, fax, email, electronic methods, or walk in (counter sales).
• Influences Motion Industries' gross profit through negotiating the sale price and purchase price, within certain parameters.
• May adjust non-contract customer pricing to meet the demands of the customer based on competition, while maximizing the profit for Motion Industries.
• Builds customer relationships to drive repeat business by relating to the customer and drive process improvements.
• Orders items to ensure appropriate inventory levels are maintained for customers.
• May place orders without approval for orders up to $5,000 per line and $10,000 per purchase order.
• Expedites backorders. May pull inventory and prepare order for shipment to customer.
• Responsible for sourcing products in branch inventory, distribution center inventory or supplier inventory.
• Determines the most cost effective shipping method for customer orders.
• May handle customer returns.
• May be assigned to one customer.
• Provides coaching, guidance, and direction to less experienced Customer Service Representatives.
• Assists less experienced Customer Service Representatives with addressing customer needs, including locating items and resolving problems.
• May be responsible for quality and/or safety in the branch.
• Performs other duties as assigned.

Education

High school diploma or GED + 5+ years related experience

Tools

CRM software

Job description

Motion Industries in Cedar Rapids, IA, is seeking a Senior Customer Service Representative to respond to inquiries and place orders, ensuring customer needs are accurately determined and met.

Under limited supervision, you will develop relationships with customers, provide guidance to junior staff, and help drive profits through informed pricing and service decisions. Strong communication and product knowledge are essential.