Customer Service Representative

Customer Service Representative - Job Description

Full-Time

Medina, OH

Duties and Responsibilities: Supports monthly revenue achievement by working on orders received; understanding and interpreting key account requirements; providing product and marketing information and developing key accounts. The list of duties and responsibilities below may be changed and modified based upon needs of the business.

• Works in collaboration with the Key Accounts Sales Managers to achieve annual sales goals for the channels that you will be supporting.
• These include both DECO and Church channels.
• You will also participate in the acquisition of new accounts for both lines of operation (DECO and Church).
• Specifically, you will be involved in the management of the multi-line products of our Church business.
• Supports key account sales by checking customer's buying history by suggesting related and new items.
• Develops sales opportunities by building rapport; providing product and marketing information and explanations; preparing quotations.
• Documents new business by answering telephone, fax, and e-mail inquiries; verifying and entering information.
• Develops and maintains sales presentation based on unique needs of the customer/prospect.
• Upsells products to clients by recommending additions to their orders and adding value to each transaction.
• Processes all orders and updates the TGI system.
• Informs customers of order status and any promotional opportunities.
• Responds swiftly and courteously to customer complaints or inquiries.
• Captures and maintains customer information, including addresses, phone numbers, email addresses, social media connections, etc. (FB, LinkedIn, etc.) for future follow-up.
• Fills orders by transferring orders to fulfillment; communicating expected delivery date; explaining stock-outs.
• Maintains and improves customer satisfaction results by following standards.
• Identifies continuous improvement opportunities for the sales channel and operations.
• Updates job knowledge by studying new product descriptions; participating in educational, skill, and leadership development opportunities.
• Accomplishes department and organizational goals by accepting ownership for new and different requests; exploring opportunities to add value to customers, and exceeding quote requirements.
• Works with the Accounting team for credit related matters, as necessary
• Build rapport with customers through friendly, engaging communication.