Customer Service and Sales Representative

Position Summary

The Customer Service and Sales Representative (CSR) is responsible for handling the majority of all inbound call traffic of their respective division. The inbound call handling will include customer satisfaction and support, order placement, order tracking, etc.

Essential Functions

• Performs customer service related functions, via email and phone, including customer complaint resolution and provides basic quote and order information
• Handle inbound calls through established queue procedures
• Maintains SLA agreement parameters around calls handled, abandonment rates, etc.
• Creates quotes and orders for customers using Rainmaker and client-based applications
• Verifies that customer order issues are efficiently resolved and processed.
• Utilizes applicable Client web-based information sites and other tools for order tracking, order receipt, etc.
• Escalates customer issues to appropriate persons when necessary
• Follows up with Accounts Receivable on problem Purchase Orders
• When necessary, contacts customers to add/remove information from the purchase orders based on accounting guidelines
• Maintains and verifies that contracts are updated and renewed as needed
• Responds to product information, pricing and sales inquiries
• Participates in assigned training, lectures, and presentations
• Participates in the execution (either pilot or full roll-out) of new programs when necessary
• Other duties as assigned