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CS
Component Supply Company, Inc.
Customer Service Representative (CSR 1)
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Based on Tennessee data
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What they do
A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$35,967 / year median in Tennessee
-1% projected decline
Job Description
WHAT WE DO AT COMPONENT SUPPLY
Component Supply is a distributor and custom fabricator of products used primarily in the life sciences. As a resource to the industries we serve, we provide easy access to quality components, custom fabrication services, access to knowledgeable people, and reliable, relevant information.JOB RESPONSIBILITIES
The Customer Service Representative I (CSR I) reports to the Sales Manager while fulfilling the responsibilities listed below:- Create and maintain customer accounts and record customer interactions with details of inquiries, complaints, and comments.
- Be the first and primary point of contact for customer concerns, inquiries, and questions via phone, transferring to appropriate personnel if necessary.
- Be secondary and support contact for email and messaging platform, transferring to appropriate personnel when necessary.
- Lead new customer onboarding activities, specifically vendor approval through supplier surveys, banking information, working with accounting through terms setup, and coordinating requirements with quality.
- Identify and assess customers' needs to achieve satisfaction.
- Create opportunities in ERP and assign them to appropriate CSRs.
- Submit quotes to customers for standard off-the-shelf components using published pricing
- Create and distribute customer material certificates.
- Process and confirm orders received via phone or website (not emailed POs, contractual, or international order) for standard supply products.
- Enter data precisely, clarify ambiguities, and ensure customer requirements have been accurately captured and confirmed.
- Check inventory to determine whether requested quantities can be fulfilled and communicate the status of back ordered components to customers.
- Review open orders and backorders daily, and update customers when changes occur.
- Maintain a positive attitude and calmly respond to customer complaints; discern when to escalate complaints to supervisor.
- Create cases in ERP from customer complaints and assign them to appropriate personnel; complete tasks/cases assigned interdepartmentally; follow up with customers when resolution has been achieved.
- Assist with billing upon request.
- Communicate and cooperate with supervisors and coworkers.
- Report website and other errors and suggestions to supervisor for review.
- Follow quality standards and comply with customer service procedures, policies, and training instructions.
- Maintain integrity of information within our system.
- Assist with internal projects as delegated by supervisor and/or senior management team.
REQUIREMENTS
- High school diploma or relevant equivalent.
- Critical thinking skills.
- Ability to communicate and work with others in a team setting.
- Ability to multitask and effectively prioritize tasks.
- A strong attention to detail.
- Basic computer skills.
- Professional written and oral communication skills.