Customer Service Representative

Summary of Position/Purpose:

The Customer Service Representative II will provide information in response to customer inquiries concerning account status, products, services, purchase orders and shipments. This role will also resolve product and service-related needs and issues in a timely and professional manner.

Essential Duties, Functions and/or Responsibilities:

• Interacts with customers and provides information in response to inquiries about accounts, products, and services
• Handle dispute resolution on customer complaints, special orders and/or returns
• Prepares necessary documentation for basic price quoting not found in the price book
• Perform primary Contract Review at the quoting stage, customer PO acceptance stage, during the order entry stage and the final order entry review stage
• Upselling and Cross-selling of products to improve profitability through usage of Proton AI system
• Price products to maximize overall profitability for the Company
• Follow corporate pricing guidelines when possible. Research, source, and price new products
• Perform Order Entry and Processing using the optimal type of OE Types (Types: Direct Orders, Future Orders, Stock Orders, Blanket, Blanket Release, JIT)
• Processes maintenance for several House accounts
• Collaborates with Accounts Receivables Clerk to keep their accounts balanced
• Maintains accurate customer records, (including pricing records) in PD
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maximize profitability by optimizing pricing, order size, order frequency and product selection.
• Prepares necessary paperwork for debit or credit issues (RMA)
• Sound understanding of order to cash processing and Loop/Order Automation
• Ability to navigate vendor and customer portals as well as Hisco.com/TestEquity.com
• Intermediate processing of Return Material/Correction Return orders
• Other duties as assigned

Education and/or Work Experience Requirements:

• High school diploma and/or GED required.
• 2+ years working experience required, preferably in Customer Service, e-commerce, technical support, clerical, or sales role.
• Good interpersonal, communication, collaboration, and customer relationship skills.
• Attentive to detail and excellent follow-through.
• Professional telephone and email etiquette
• Problem and dispute resolution skills
• Customer focused / fast, friendly service mentality.
• A sound understanding of the technologies associated with Strategic Suppliers.
• Product and supply chain solutions knowledge.
• Proficient with Microsoft Office: Outlook, Word, Excel

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.