Customer Service Representative

Who We Are

CBI Offroad Fab is a metal manufacturer of premium off-road products. We specialize in bumpers, rock sliders, skid plates, roof racks and bed racks for Toyota vehicles along with Jeep, Chevy, Ford, and Subaru. We also own and operate Prinsu Design Studio, which is a premium, modular roof rack system that has revolutionized the off-road travel world when it comes to roof functionality and utility through a rack system. We are known nationwide and throughout Canada for our high level of artisanship and detail. Our products are manufactured and shipped out of our facility here in Idaho Falls by an incredible team of hard-working, knowledgeable, and skilled individuals! We are constantly looking for the right people to join our growing team and provide the premium experience and products that our customers have come to appreciate and expect.

CBI/Prinsu Customer Service Representative (CSR)

The Customer Service/Inside Sales Representative is responsible for performing Customer Service and sales tasks that ensure customers have the information and assistance they need while working to maintain and increase the company’s positive reputation. CBI/Prinsu Customer Service Representatives use a variety of skills with both industry and company product knowledge to provide the most comprehensive support for our valued customers and dealers as possible. Our CBI/Prinsu Customer Service/Sales Representatives are expected to possess extraordinary strength in the following abilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer Experience Ownership:

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns

• De-escalate situations involving dissatisfied customers, offering assistance and support

• Inform customers about new products, services and policies

• Responsible for the correct placement of customer orders including the processing of payment receipt and submission and tracking of sales work order with a high attention to detail from date of entry until invoice and shipment.

• Guides callers through the installation of products, assists in the navigation of consumer websites, assists customers in the selection of the correct items for purchase. Provides all information related to the use of the products or services

Review customer or client accounts, provide shipment updates, lead times and information about billing, shipping, warranties and other account items Collaborates with internal team of professionals to improve Customer Service processes including assessment of procedures, including active participation in all areas of team dynamic and support while taking a personal initiative to improve and contribute to making operations as a whole more efficient and successful for the team and company overall

• Assist in training new employees as needed while also displaying a continual willingness to engage with all co-workers at CBI across departments regardless of position or title by fostering excellence in communication, upholding professionalism, respect, equal treatment and comradery overall.

• Exercises willingness to remain professional in times of high stress during sales campaigns both seasonal and otherwise while maintaining a positive and team player attitude toward customers and coworkers including engaging in conflict resolution when necessary to resolve issues

• Exercises enthusiasm and willingness to take on additional duties as assigned in areas of focus as needed such as specific focus on installation guidance, order entry, sales or other specialty areas as deemed necessary.

SKILLS & KNOWLEDGE:

• Strong communication, both written and verbal

• Great active listening skills

• Exceptional interpersonal and rapport building skills

• A patient and empathetic attitude

• Strong time management and organizational skills

• Adaptability and flexibility

• Comfortable working in fast-paced environments

• Advanced troubleshooting skills

• Computer literacy and familiarity with order and production processes including some light accounting and mathematical knowledge

• Phone skills, including familiarity with complex or multi-line phone systems

• In-depth knowledge of the company's products and/or services, willingness to become expert in industry product and competitor product

• Expertise in the Customer Service areas of focus as assigned by the manager in such as accounts, sales, technical support or other specific areas.

• Ability to speak multiple languages is a plus.

• Basic understanding of business hierarchy, with the ability to follow leaders and managers in the appropriate chain of command while exercising scrutiny when involving management and other departments in regards to issues either personal or team related issues as they arise. The ability to problem solve fast and effectively without disruption to productivity is crucial.

WORKING CONDITIONS

• Corporate office and shop environments – fast-paced and dynamic

• A majority of time is spent working directly with CBI/Prinsu customers, via phone and electronic communication

• Travel is not customary to this position

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person