Sr. Customer Service Specialist

Motion Automation Intelligence; Danvers (MA); On-site; USD 43,000 - 56,000; Full time

Benefits offered by this job

Healthcare benefits

401(k)

Tuition reimbursement

Paid vacation

Paid holidays

Sick leave

Job summary

Motion Industries seeks a CSR Specialist to handle non-routine inquiries, provide quotes, and process orders via phone, fax, email, or walk-in. You will act as a subject matter expert on technical products and support sales by understanding customer needs and expanding relationships.

You will collaborate with Account Representatives, manage billing and returns, and coach junior staff while maintaining excellent service levels.

Qualifications

• A Bachelor's degree and 3 years of related experience are typically required.
• Strong communication and organizational skills are essential.
• Industry/product knowledge is preferred for effective technical support.
• Ability to research and handle non-routine inquiries with guidance.

Responsibilities

• Responds to customer inquiries, provides quotes and takes customer orders via telephone, fax, email, electronic methods or walk-in (counter sales).
• Relates to all technical customer support activities within the business, call center, field, and business processing.
• Proactively generates sales by actively promoting Motion’s products to existing customers.
• Influences Motion’s Gross Profit through negotiating the sale price and purchase price within certain parameters.
• Maintains effective relationships with customers, ensures billing and collection, and facilitates customer requests promptly.
• Orders items to maintain appropriate inventory levels for customers.
• May place orders up to $25,000 per line and $50,000 per Purchase Order without approval.
• Expedites backorders and prepares orders for shipment to customers.
• Sourcing products in branch/distribution/supplier inventories as needed.
• Determines the most cost-effective method to fulfill customer orders.
• May handle customer returns.
• Partners with Account Representatives to ensure customer satisfaction.
• Provides coaching and guidance to less experienced CSR staff.

Skills

Communication skills

Attention to detail

Time management

Product knowledge

Customer service experience

Problem solving

Education

Bachelor's degree

3 years related experience

Job description

Under minimal direction, the CSR Specialist is responsible for calls of a non-routine nature that require deviation from standardized procedures. This role handles situations that may require additional research depending upon customer response. The CSR Specialist has extensive knowledge of the company's products and services or industry. This role ensures customer expectations are accurately determined and are fully met. The CSR Specialist develops and broadens relationships within customer organization to fully understand needs and wants. The CSR Specialist functions as the inside half of the sales team to ensures transactions are error free, and provides guidance and technical advice to less experienced Customer Service Representatives.

JOB DUTIES

• Responds to customer inquiries, provides quotes and takes customer orders via telephone, fax, email, electronic methods or walk-in (counter sales). Due to experience & training, may handle the most complex inquiries.
• Relates to all technical customer support activities within the business, call center, field, and business processing. Performs various business support activities including identifying, enhancing, and following specific processes and procedures to maximize the efficiency of the business. Serves as a Subject Matter Expert on one or more technical products.
• Proactively generates sales by actively promoting Motion’s products to existing customers. Responsible for selling Motion’s products and services by understanding customer needs and meeting their requirements.
• Influences Motion’s 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.
• Responsible for maintaining effective relationships with current and potential customers, ensures customer queries resolution, ensures billing and collection and facilitates customer requests in efficient and timely manner.
• Orders items to ensure appropriate inventory levels are maintained for customers.
• May place orders without approval for orders up to $25,000 per line and $50,000 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 method to fulfill customer orders.
• May handle customer returns.
• Partners with Account Representatives to ensure customer satisfaction.
• Provides coaching, guidance and direction to less experienced Customer Service Representatives.
• Assists less experienced Customer Service Representatives with addressing customer needs; especially technical expertise in a particular specialty.
• Performs other duties as assigned.

EDUCATION & EXPERIENCE

• Typically requires a bachelors degree and three (3) years of related experience or an equivalent combination.

KNOWLEDGE, SKILLS, ABILITIES

• Reliability, organization and attention-to-detail required.
• Excellent communication skills including written, verbal, and listening.
• Ability to multi-task and time management skills required.
• Specialty product knowledge from previous warehouse and inside sales experience required.

LICENSES & CERTIFICATIONS:

Excellent driving record preferred. All company vehicles are subject to continuous video monitoring.

SUPERVISORY RESPONSIBILITY:

No Supervisory Responsibility

BUDGET RESPONSIBILITY:

No

COMPANY INFORMATION:

Motion Industries offers an excellent benefits package which includes options for healthcare coverage, 401(k), tuition, reimbursement, vacation, sick, and holiday pay.

DISCLAIMER:

This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and skills required. Management retains the right to add or modify duties at any time.

Pay is from $31.16 - $40.49 USD Hourly

Please keep in mind that this is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. It also does not consider other components that make up the total rewards package for the position. If you are hired at Motion, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.