Job Description

POSITION SUMMARY:

The Customer Support Representative (CSR’s) will provide customers with the information and services they need to successfully promote and buy Radians products. CSR’s will work collaboratively with Inside Sales Representatives, Inside Sales Account Representatives, Regional Sales Managers, and Manufacturer’s Representatives to facilitate the sales process.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Answering customer calls, assisting, and/or directing them
• Calls that include special pricing should be transferred to the Inside Sales or Inside Sales Account Representative
• Product knowledge of our products and the competitive industry
• Identify and understand who key competitors are in the industrial/safety channel
• Participate in the sales process as well as the administrative requirements of answering calls, entering orders, providing pricing, order tracking and complaint resolution
• All incoming orders received via sales fax, email, mail, EDI, SPS, or any other electronic form of communication should be entered daily upon receipt
• All credits and samples to be entered the day they are received
• Follow-up calls and voicemails should be returned by end of business the day of receipt
• Both positive and negative feedback received by customers should be entered with a task in P21
• Communicate customer product requirements to Purchasing in a timely manner to minimize backorders.
• Other duties as assigned

EDUCATION and/or EXPERIENCE & OTHER SKILLS AND ABILITIES:

• Customer service background: experience in a safety products environment preferred
• Heavy customer service/data entry skills
• Excellent phone call skills/ etiquette with ability to answer a high volume of incoming customer service calls a must
• Strong written and verbal communication skills
• Must be PC literate (MS Office) and have strong data entry, organizational and interpersonal skills
• Experience with P21 is a plus
• Ability to multi-task and prioritize work on a daily basis
• Bilingual (Spanish/English) a plus

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