Customer Service Representative

Mansfield Service Partners is looking for an Customer Service Representative for our Houston, TX location.

Essential Duties:

• Handle all incoming and outgoing customer telephone calls in a courteous and professional manner.
• Coordinate the prompt handling of all Customer Service requests, including but not limited to order entry, pricing, expediting, and shipping. Ensure timely responses to customers and sales.
• Execute all traditional Customer Service functions including order processing, filing, follow through and best practices
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Participate in corrective action to resolve deficiencies.
• Resolve customers' service by performing activities such as exchanging merchandise via RMA etc. (with upper management approval)
• Coordinate RMA’S with purchasing department
• Identify opportunities to upsell
• Maintain E-Commerce portals
• Confirm pricing/delivery with account manager and customer
• Produce hard copy quotes requested by customers
• Request product price and availability for non-stock items/unusual products at customer or sales inquiry
• Coordinate 3rd party deliveries
• Confirm pricing/process purchase orders/post po’s for logistics companies to be paid.
• Participate in required training and safety programs
• Monitor back orders for shipment when product arrives
• Engage with purchasing to regularly assess changes in demand levels
• Proactively engage with customer key contacts to assist KAM in all areas of account management regularly but not limited to credit, billing, procurement, and order tracking
• Scan copies of processed tickets to associated account manager
• Communicate all credit hold orders/stock outs or non-deliveries with the associated sales rep
• Other duties as assigned

Position Type/Expected Hours of Work

This is a full-time position. Working hours are Monday – Friday, 8:00 am – 5:00 pm. This position does not generally require long hours and weekend work, but it may be necessary on occasion.

Minimum Education, Experience and Certification

• Minimum of 3 years’ Customer Service experience required.
• Industry experience preferred
• High school diploma or GED required

Knowledge, Skills, and Abilities

• Must have excellent written and oral communication, interpersonal and problem-solving skills
• Knowledge of computer program, ability to operate a computer, typewriter, calculator, telephone, copier and postage machine

Benefits

• Comprehensive benefit package (health, dental, vision, Company paid: Life insurance, STD and LTD)
• 401(k) plan with company match
• Paid Time Offthat includes vacation days, sick leave, 8 paid holidays, 2 floating holidays and a paid day for volunteering at a non-profit agency
• Parental Leave
• Tuition Reimbursement
• Insurance Discount Programs
• Chaplain Program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.