Customer Service Rep

Summary: 

A customer service representative is the key information interface between customers and the resources from manufacturers, outside salespeople and internal departments to provide service and deliver products that exceeds customer expectations. 

Reports To: Customer Service Manager

FLSA Status: Non-Exempt Hourly 

Department: Customer Service Department

Location: Dallas or Houston

Duties and Responsibilities:

Success and bonuses are earned through these key tasks: 

• Accurate and proactive customer communication surrounding order entry,  products,  pricing, availability, shipping  and delivery dates. 

• Management of work queues to meet KPIs in answering phones and completing phone and email tickets, 

• Completing assignments from customers, salespeople and company leadership.

• Assisting the sales team, especially with pricing, quotes, paperwork, customer communications, and follow-up.

• Assisting the warehouse teams where necessary to ensure Service Levels are achieved.

• Complete continuing education training each month to increase knowledge of products and best practices.

Through a passionate and professional execution of those four key tasks, a customer service agent will gain the respect and trust of customers and outside sales representatives.  This trust will allow you to guide the customer through manufacturer processes and become easier to do business with over time.  This Ease of Doing Business goal will increase sales and raise the standing of the company in the industry.  It starts with you.

Skills:

Learning and research capabilities, knowledge of CRM and ERP systems, strong email skills and organizational capabilities, exceptional phone communication skills and charisma, using and customizing tools to keep yourself organized to complete tasks on a deadline, strong information and data management skills, ability to keep calm under pressure, a high sense of urgency.

To succeed at this role you will need:

An associates degree, equivalent technical degree, 2 or more years of industry experience or some college is required.

Knowledge of our core industries is a plus. These are, Plumbing, Heating Ventilation and Air-conditioning (HVAC), Water Heaters, Pipe Valves and Fittings (PVF), Plumbing Fixtures, Plumbing Specialties and HVAC Equipment.

Bachelor's degree or equivalent core industry experience is preferred.

English language required.