Customer Service Rep, Remote (Pacific Time Zone hours)

Primary inside contact for Flexcon’s customers ensuring all customer needs are met by taking ownership of fulfillment activities, standard product (VBS) recommendations, pricing and information-related complaints. Proactively interacts with customers, technical service, sales, distribution centers, manufacturing, purchasing and credit on a daily basis to provide quick responses. Proactively... maintain and grow business at existing and new Flexcon accounts.

SCOPE OF RESPONSIBILITIES: • Supervisory Responsibilities: Yes No • Number of direct reports: N/A

ESSENTIAL FUNCTIONS:
• Responds to Customer inquiries received by phone, e-mail and fax. Document interaction in SalesForce.
• Also responsible for inquiries from sales, telesales and distribution centers
• Recommend, quote, sample and sell VBS products.
• Document opportunities where VBS product does not meet customer requirements, validate that pursuing a custom construction makes economic sense via established Flexcon guidelines and then professionally transfer customer to Flexcon technical community for further discussion.
• Responsible for all aspects of Order Fulfillment from receipt of order though delivery and invoicing
• Enter new orders (does this mean first-time orders for existing and new customers?), verifying for accuracy against documented procedures. Process order changes / cancellations.
• Recommend alternative product (VBS) constructions if required.
• Monitor open work orders and expedite as needed.
• Proactively notify customers of late or problem orders and any VBS product alternatives to assist customer.
• Resolve customer-specific freight and logistics issues/questions through consultation with Flexcon Shipping Departments.
• Working knowledge and demonstrated ability to use the E-price tool to fully support customer inquiries, including but not limited to VBS product recommendations, price quotes, price discounting, application sheets, product sampling and trial orders.
• Resolve information-related customer complaints and implements corrective action. Confirm resolution and corrective action to customer via established Flexcon guidelines. Review complaint instance and corrective action with colleagues to prevent recurrence.
• Handle complaints for pricing mistakes, order entry errors and customer accommodations.
• Proactively engage selected assigned accounts by initiating phone and/or e-mail contact to better understand business applications in which FLEXcon participates as well as to uncover missed opportunities in which Flexcon is not participating.
• Assist with order entry overflow for repeat orders.
• Assist with standard price quotations overflow.
• Responsible for entry of new customer information
• Contribute to Customer Service Improvement Teams as required.
• Ability to use problem solving skills and a “can-do attitude” to overcome obstacles.
• Cross train new employees when appropriate.

REQUIREMENTS:

1.EDUCATION: Bachelor’s degree or equivalent business experience.

EXPERIENCE: 1-3 years previous Customer Service experience. Experience in a Manufacturing environment and experience using an ERP system highly preferred.

2.PERSONAL CONTACTS (Internal/External): Customers, Customer Service team members, Sales, Supply Chain, Manufacturing, Purchasing and Finance

3.CONFIDENTIAL DATA: Customer pricing and applications

4.COGNITIVE/PHYSICAL REQUIREMENTS RELATED TO ESSENTIAL FUNCTIONS: Repetitive movement of hands and fingers – typing and/or writing. Occasional standing, walking, stooping, kneeling or crouching. Reach with hands and arms. Talk and hear.

5.PHYSICAL WORK ENVIRONMENT: Home/Office Environment, Responsible for supporting Western US Region Territory - Pacific Time Zone hours required.

Job categorization: 1

6.TRAVEL %: Limited for industry education

JOB SPECIFIC COMPETENCIES, EXPERIENCE & SKILLS:
• Excellent Customer Service
• Verbal and Written Communication skills
• Ability to learn quickly
• Troubleshooting / Problem-solving skills
• Ability to work under pressure
• Collaborative team spirit
• Adaptability
• Proficient in Microsoft Office Suite (including Excel)
• Experience using Salesforce.com a plus

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