Job Details

Job Details

Description

As a Customer Service Representative you will be a key contributor to our fast-paced day to day operations - providing exceptional customer service by working with the Process Solutions Group (PSG) sales team. This position is a focal point for order management including order entry, inquiries and expediting. You will have the opportunity to work as part of a dynamic, fast-paced, high performing customer support team.

Essential Functions

* Swiftly process customer orders, adhering to our approval requirements

* Critical thinking, works independently

* Expedite customer orders at the direct request of customers as well as other PSG associates

* Build and maintain knowledge of our vendors and their order entry and order management processes

* Serve as liaison between product specialists, customers, vendors, and Cross internal resources.

* Contribute to team effort for securing goals

Additional Responsibilities

* Process orders to meet company performance matrix guidelines

* Purchase products through our ERP system as well as directly through vendor websites/Portals

* Proactively expedite rush orders

* Assist the sales team with special pricing renewals and updates

* Process repairs and returns orders for specified accounts

* Liaise with the sales team and management regarding customer issues and opportunities

* Work under general supervision and rely on experience and judgement to accomplish goals

* Attend ongoing vendor and process training; retain knowledge of vendors and processes

* Assist with special customer support projects as requested by management

Education and Experience

* High School/GED required and Associates or Bachelors degree preferred and 1-2 years order entry experience /or

* High School/GED required and 3 years order entry experience in wholesale distribution (preferred) or related industry

Required Competencies

* Computer literate and highly productive in a multi-window environment - Google Business Apps and Microsoft Office

* Excellent keyboard skills - quick and accurate

* ERP literate, NetSuite

* Excellent communication skills - especially phone and email communications

* Detail oriented and highly organized

* Knowledge of customer service principles and practices

* Math and problem-solving skills

Physical and Mental Requirements

* Sit at desk, with minimal breaks, for up to four hours at a time.

* Perform data entry for up to four hours at a time with minimal breaks

* Move and pull catalogs that may weigh up to ten pounds

* Spend extended lengths of time viewing computer screens

* Possess a clear and articulate speaking voice

* Must be highly organized, with a well-developed ability to multi-task.

* Possess ability to quickly learn and retain vendor-related information as well as company policies and procedures

* Possess the ability the perform mathematical calculations and understand the mathematical concept related to profit and margin

* A high degree of self-control and the ability to interact with others in a businesslike and professional manner

* Ability to efficiently and calmly work in a fast-paced dynamic work environment