Job Description
Duratrack is a heart centered and high performing steel fabricator. At Duratrack, we provide our customers with certainty and value, while empowering our employees to feel seen, heard, and appreciated!
Job Description:
As a Customer Service Rep at Duratrack, you will play a key role in building relationships with our customers and serve as the voice of the customer with Duratrack personnel. The ideal candidate is a high energy, results oriented person who enjoys helping others.
Main Responsibilities:
- Customer Service
- Answer incoming phone calls, respond to e-mails and faxes.
- Respond to customer verbal requests or written correspondence to accurately enter orders in Duratrack's computer system.
- Quote price and availability for made-to-order, stocked and new products using computer program and information provided from Master Planner.
- Research technical specs, when necessary, to help customers create an order.
- Answer customer questions on order status, expediting, etc.
- Process customer order changes and return requests.
- Build Relationships
- Use effective listening and questioning techniques to accurately understand customer needs and preferences.
- Serve as the "voice of the customer" with Master Planner, Engineering and Shipping Department to provide timely response to customer needs.
- Listen to and help resolve customer concerns regarding service, products, or personnel.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Monitor customer satisfaction via metrics, surveys and conversations.
- Support Sales
- Generate new sales opportunities with our customers then work with sales and engineering personnel to convert to orders.
- Forward leads from prospects to sales then work with sales and engineering personnel to convert to orders.
- Logistics / Transportation
- Communicatespecial customer shipping requests.
- Contact carrieror customer representative to make arrangements and to issue instructions for shipping and delivery of goods in accordance with customer requirements.
- Generate export documentation, as needed, for export shipments.
- Other
- Additional work as assigned by management.
Qualifications:
- High school degree required / Associates degree preferred.
- Minimum 1 year in Customer Service.
- Minimum 1 year at manufacturing company.
- Microsoft Office Proficient along with basic computer skills.
- Can operate general office equipment.
- Excellent written and verbal English communication skills.
- Good phone skills.
- Friendly/Customer Service oriented.
- Detail-oriented with a commitment to producing high-quality work.
- Good problem solver.
- Good technical and mathematical aptitude.
- Can comfortably shift focus to meet customer needs.
- Ability to work at a quick pace.
- Drives tasks to completion