Rockford, IL
2932 Eastrock Dr
Rockford, IL 61109, USA
Wisconsin N52 W13325 13325 Falls Creek Court Menomonee Falls, WI 53051, USA
Allentown, PA - DC 881 Marcon Blvd Allentown, PA 18109, USA
South Carolina 1931 N Cashua Dr Florence, SC 29501, USA
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
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
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
DGI Supply is an Equal Opportunity Employer. Candidates are subject to post-offer background checks and a drug screen.
This position is remote; however, eligible candidates must reside within approximately one hour of a DoALL location in one of the following states: Illinois (IL), Wisconsin (WI), Texas (TX), Louisiana (LA), Ohio (OH), Pennsylvania (PA), South Carolina (SC), Iowa (IA), Arkansas (AR), or Utah (UT). This proximity requirement supports occasional in-person meetings, team collaboration, or site visits as needed.
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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Wisconsin N52 W13325 13325 Falls Creek Court Menomonee Falls, WI 53051, USA
Allentown, PA - DC 881 Marcon Blvd Allentown, PA 18109, USA
South Carolina 1931 N Cashua Dr Florence, SC 29501, USA
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
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
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
DGI Supply is an Equal Opportunity Employer. Candidates are subject to post-offer background checks and a drug screen.
This position is remote; however, eligible candidates must reside within approximately one hour of a DoALL location in one of the following states: Illinois (IL), Wisconsin (WI), Texas (TX), Louisiana (LA), Ohio (OH), Pennsylvania (PA), South Carolina (SC), Iowa (IA), Arkansas (AR), or Utah (UT). This proximity requirement supports occasional in-person meetings, team collaboration, or site visits as needed.
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.
#J-18808-Ljbffr