1. Answer phones and handle calls in a timely and professional manner including but not limited to entering orders, confirming prices, projecting shipping costs and delivery times and processing price quotes and invoice requests.
2. Process mail, fax and Internet orders daily, reading purchase orders to follow through on all customer requests such as special shipping requirements, MSDS requests, copies of invoices etc.
3. Conduct a thorough search of proper account and account history. Update accounts to include current and accurate customer and contact information.
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Inform customers of any discrepancies on orders including backordered or discontinued items, price changes, product changes, etc.
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Resolve holds in a timely manner by using various attempts of contact. Print and balance check report each day checks are entered. Bring difficult or pending issues to Team Leaders or Training Coordinators attention.
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Offer targeted upsell items, make recommendation to customers on new items, substitute and other specials.
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Become familiar with and examines new and existing products. Keep currents with all catalogs, special offers and order procedures.
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Maintain “info book” including adding new procedures and replacing outdated procedures with new materials.
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May serve as a back up to the Customer Service Department as needed.
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Other duties as may be assigned by Manager.
Qualifications:
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H.S. Diploma or equivalent experience
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Previous telephone sales/service experience preferred
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Must be an effective and persuasive communicator