Job Description

Job Title : Customer Service Representative

Duration: 3+ Months (Possible of extension)

Location: Stephenville, TX 76401

Qualifications:

• Must have excellent phone & typing skills and ability to multitask.
• Must be able to work in multiple systems, including Salesforce and SAP.
• Previous experience in one or both systems is a plus but not a requirement.
• This is a customer service role, ability to deescalate interactions could be necessary while talking to customers.
• College degree or 2+ years of customer service experience preferred
• Must demonstrate a working knowledge of Microsoft Outlook.
• Must have the ability to interact professionally with both internal and external contacts and a demonstrated ability to work as a member of a team.
• Must be reliable and team oriented.
• Must be able to multi-task and prioritize internal and external customer expectations.
• Must have strong written, oral and interpersonal communication skills and a strong customer service orientation
• Bilingual French or Bilingual Spanish would be a plus but is not a requirement.

Responsibilities:

• This customer service role supports multiple product types.
• Customer Service Representative will work in multiple systems, including Salesforce and SAP, to assist customers.
• Provide customer service support to regional distributors and customers by responding to inquiries, processing requests, troubleshooting problems and supporting Customer Service Representatives and SGA sales to ensure customer satisfaction.

Requirements

Provide Product or Service Information on Assigned Territory (65%)

• Provide service support for assigned territory and sales representatives including providing price and delivery information, order status, inventory availability, and perform proactive steps as necessary to ensure good service.
• Receive and process special service requests according to SGA guidelines, policies and procedures.
• Provide low level product recommendations and technical information to customers under guidance of a Customer Service Representative or Sales.

Leverage Account Information to ensure customer satisfaction & sales growth (25%)

• Gather and correlate telemarketing information using established and well-defined procedures and under the guidance of both Customer Service Management and Sales.
• Participate in broad and varied account assignments requiring originality and ingenuity to improve customer satisfaction.

Other Customer Service Assignments (10%)

• Participate in continuous improvement initiatives.
• Provide customer feedback to Customer Service Management.
• Participate in meetings with territory accounts and sales representatives.
• Perform other related duties as assigned by management.
• Notify Customer Master Group of any account information changes under guidance of Customer Service Representative or Sales. Product Groups:
• Bonded Abrasives, stock and made to order
• Coated Abrasives, stock and made to order
• Thin Wheels, stock and made to order
• Super Abrasives, stock and made to order
• Construction Products, stock

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