Customer Service Representative - Call Center

Customer Support Representative will support Decore-ative Specialties customer base in all ways, from service to sales. The CSR will provide World Class Service through the establishment of relationships with all customers in a specified sales territory and in conjunction with an outside sales representative. The ultimate goal is to provide product information, process orders, direct customers to Anytime, sell all products, follow through on any special requests and meet the customer needs as they arise.

Essential Functions:

• Process Incoming Phone Orders:
• Answers all incoming customer calls from specified sales territory
• Places all types of orders via the phone into the custom order entry system
• Includes No Charge orders
• Includes Rush orders - Communicate directly with production team as needed
• Processes any specialty item action items for technical orders
• Follow through from action item to order entry (completion)
• Processes all special pricing requests to the pricing team
• Follow through from action item to order entry (completion)
• Negotiate and initiate credits as required to foster strong working relationships with customers
• Processes fax/internet orders after phones are closed for business at the end of each business day
• Only applies on heavy fax days when OT is required to complete incoming orders

First Point of Contact:
With the goal of providing World Class Service, the TSR is the first point of contact for customers in a specified sales territory. This will require a strong working knowledge of internal processes, excellent interpersonal and relationship building skills, impeccable follow up and thorough understanding of customer needs based on customer type.

• Introduce Decore-ative Specialties to all new customers
• Introduction to decore.com (goal of aggressively converting customers to consistent Anytime users)
• Overview of decore.com functionality
• Streamline
• FAQ resource
• Tracking information
• Order processing
• Ability to create custom ordering templates
• Material descriptions
• Foil selection and cross-reference guide (melamine, HPL, edge band)
• Literature and account applications
• Qualify new account requests to confirm legitimacy of customer type
• Determine customer's purchasing potential based on qualifying questions:
• Customer type
• Number of employees
• Who they purchase from today
• Level of interest in Streamline, finishing, drawer boxes, moldings, etc

Credit & Customer Record Responsibilities:

• Ask relevant questions to qualify new customers
• Update the customer's billing address
• Update phone/email contact info
• Prepare customer for potential deposit on larger projects
• View account standing in customer database (currently CAST Customer Live)
• Send request for increase when looking at the account (only if $0 balance)
• Ability to print invoices per customer request

Knowledge, Skill and Experience:
High School diploma with 2+ years of experience in Customer Service/Sales or College Graduate
Computer literate with a good understanding of MS Office programs and CRM tools

Custom Family Owned Cabinet Component Manufacturer. 

Established in 1965!
Great Benefits