Customer Service Representative
DGI Supply Canada, Vernon Hills, Illinois, United States, 60061
The Customer Service Representative will be responsible for answering phone calls, replying to emails, to answer questions, solve problems, quote, enter orders, sourcing, leveraging pricing with vendors and promoting our organization's products and services. They will also research and resolve complaints to ensure customer retention and satisfaction. Working collaboratively with their colleagues has a focus on building strong customer relationships and their profitability to drive both the customer’s and the company’s success.
DUTIES AND RESPONSIBILITIES
Handles customer and sales interactions via phone, email and tickets within the Customer Care Box Log into phone system (Office @ Hand) and use appropriate codes for activities Process requests for quotations, order entry and product questions from customers; as needed provides on-demand expediting Ensure accurate order entry and timely feedback to customer inquiries Drives profit margin and the customer success Brings in internal and external partners and leverages their expertise; as well as the tools and resources needed Active and contributing member of the Customer Service Team Huddle and active participant in ongoing customer service training Serve as a role model for peer group and new hires Monitor and review performance to operational metrics, order processing and service level reporting Source equal or alternative products as needed Establish vendor relationships Handle a fast pace, complex and demanding requests to meet customer deadlines Suggest cost reduction opportunities or efficiency gains in all aspects of Customer Service transactions and activities; reporting pricing inaccuracies Responsible for researching and resolving complaints, product inquiries or ordering to ensure customer retention and satisfaction Other duties as assigned Reports to the Customer Service Manager SKILLS AND EXPERIENCE REQUIRED
3+ years’ customer service experience in Industrial Supplies or related field highly preferred Industry knowledge desired but not required Excellent listening skills and the ability to empathize with customers Thorough, organized and systematic in approach to work Effectively manage work hours and demonstrate strong organizational skills Strong verbal and written communication skills Skilled at establishing and maintaining effective working relationships Ability to manage self in a fast-paced business environment Moderate to advanced skills in technology Possess a “roll up your sleeves” approach to daily tasks Proven ability to use operating systems and other third‑party software to service customer needs effectively; including Microsoft Office (Word, Outlook, Excel, Teams) and Prophet21 (ERP) Professional maturity, integrity and a positive attitude Strong ability to work well under pressure Passionate, Adaptable, Customer Focused and Teamwork oriented Strong sense of urgency and accountability PHYSICAL/MENTAL REQUIREMENTS
Requires prolonged sitting, sometimes standing, bending and walking Moderate to heavy use of hands in grasping, repetitive hand movement and finger coordination in keeping records and using a keyboard Speech and hearing to communicate effectively in group settings, one‑on‑one, and by telephone High level of concentration, confidentiality and organization Ability to multi‑task REMOTE/HYBRID WORK REQUIREMENTS
In order to work remotely the Employee Must: Reside in the United States or Canada. Have access to high‑speed reliable internet (with a minimum of 50 mbps for download speed and 50 mbps for upload speed). Have a quiet, dedicated workspace free from distraction. EMPLOYMENT OPPORTUNITY INCLUDES
Competitive benefits, including: medical, dental, vision, life, STD & LTD insurance options, FSA, 401(k) and Profit Sharing
Target compensation is $23 / hour Career Growth
DGI Supply is an Equal Opportunity Employer. Candidates are subject to post‑offer background checks and a drug screen. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Handles customer and sales interactions via phone, email and tickets within the Customer Care Box Log into phone system (Office @ Hand) and use appropriate codes for activities Process requests for quotations, order entry and product questions from customers; as needed provides on-demand expediting Ensure accurate order entry and timely feedback to customer inquiries Drives profit margin and the customer success Brings in internal and external partners and leverages their expertise; as well as the tools and resources needed Active and contributing member of the Customer Service Team Huddle and active participant in ongoing customer service training Serve as a role model for peer group and new hires Monitor and review performance to operational metrics, order processing and service level reporting Source equal or alternative products as needed Establish vendor relationships Handle a fast pace, complex and demanding requests to meet customer deadlines Suggest cost reduction opportunities or efficiency gains in all aspects of Customer Service transactions and activities; reporting pricing inaccuracies Responsible for researching and resolving complaints, product inquiries or ordering to ensure customer retention and satisfaction Other duties as assigned Reports to the Customer Service Manager SKILLS AND EXPERIENCE REQUIRED
3+ years’ customer service experience in Industrial Supplies or related field highly preferred Industry knowledge desired but not required Excellent listening skills and the ability to empathize with customers Thorough, organized and systematic in approach to work Effectively manage work hours and demonstrate strong organizational skills Strong verbal and written communication skills Skilled at establishing and maintaining effective working relationships Ability to manage self in a fast-paced business environment Moderate to advanced skills in technology Possess a “roll up your sleeves” approach to daily tasks Proven ability to use operating systems and other third‑party software to service customer needs effectively; including Microsoft Office (Word, Outlook, Excel, Teams) and Prophet21 (ERP) Professional maturity, integrity and a positive attitude Strong ability to work well under pressure Passionate, Adaptable, Customer Focused and Teamwork oriented Strong sense of urgency and accountability PHYSICAL/MENTAL REQUIREMENTS
Requires prolonged sitting, sometimes standing, bending and walking Moderate to heavy use of hands in grasping, repetitive hand movement and finger coordination in keeping records and using a keyboard Speech and hearing to communicate effectively in group settings, one‑on‑one, and by telephone High level of concentration, confidentiality and organization Ability to multi‑task REMOTE/HYBRID WORK REQUIREMENTS
In order to work remotely the Employee Must: Reside in the United States or Canada. Have access to high‑speed reliable internet (with a minimum of 50 mbps for download speed and 50 mbps for upload speed). Have a quiet, dedicated workspace free from distraction. EMPLOYMENT OPPORTUNITY INCLUDES
Competitive benefits, including: medical, dental, vision, life, STD & LTD insurance options, FSA, 401(k) and Profit Sharing
Target compensation is $23 / hour Career Growth
DGI Supply is an Equal Opportunity Employer. Candidates are subject to post‑offer background checks and a drug screen. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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