Description
Primary Purpose:
Handles all customer service activities including order taking, handling orders from end to end, providing a single point of contact to provide a consistent customer experience, coordinating order fulfillment, providing necessary information to customer, and problem resolution. Assists in building profitable sales by enhancing customer satisfaction and confidence. Also, as appropriate, suggests order changes/additions based on customer buying patterns and gathers market intelligence. Assist operations department.
The information contained in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
*Must be Bilingual - English/Spanish*
Specific Duties and Responsibilities:
- Processes customer orders
- Enters live orders online in real time.
- Enters electronic, paper, and manual orders online in real time.
- Recommends increases in size of order and delivery expectations.
- Quotes prices according to uniform pricing strategy and current market pricing.
- Tracks order exceptions and maintains as needed.
- Enters direct vendor to customer orders.
Develops solutions to customer needs / opportunities
- Evaluates needs/opportunities and matches them with Veseris’ products/services and promotes monthly product promotions.
- Is resourceful: considers full range of options to find a creative solution and makes decisions to resolve the situation.
- Establishes communication with designated Operations, Sales, MPU and Credit contacts to ensure timely responses to fulfillment issues.
- Builds and sustains long-term customer partnerships
- Makes the business relationship mutually beneficial
- Cultivates rapport with customer
- Responsive to customer needs (return messages, timely follow-through)
- Maintains up-to-date information on customers (contacts, products, requirements, etc.)
- Fulfil customer’s expectations with realistic commitments
- Serves as a resource to customers by sharing useful information (regulations, safety, product knowledge, market trends, pricing)
- Satisfies customer requests for product, pricing, order information, and samples
- Actively maintains and services all customers
- With input of Management, participates in joint sales calls with sales representative as needed
- Recognizes and responds to new/additional opportunities at existing customers
- Displays effective interpersonal and communication skills (internal / external)
- Delivers information in terms customers and associates understand
- Achieves mutual understanding by summarizing and reviewing orders
- Actively listens
- Communicates in a professional manner both verbally and in written form
- Responds in a timely manner to customer tasks/requests and confirms completion when appropriate
- Demonstrates knowledge of Veseris
- Understands Mission, Vision, Guiding Values, The Veseris Edge
- Understands policies and procedures
- Identifies people in the organization who can provide customer with requested information
- Demonstrates understanding of Veseris’ products and services and quality process
- Teamwork: collaborates with team members
- Seeks good communication and cooperation within Veseris’ organization
- Coordinates all routine aspects of customer orders, requests, inquiries, and shipments
- Identifies and uses internal resources as needed to complete tasks
- Is receptive / flexible / adaptable to change
- Knows our go-to-market strategies and works with assigned team to implement and align these strategies with yearly (team) goals
- Understands about local competitors and their services and communicates any market changes
- Resolves problems / nonconformances quickly (internal / external)
- Uncovers and verifies problems / nonconformances
- Probes for all details on expressed concerns
- Persists until all causes are identified and assists in resolution
- Develops and presets solutions quickly
- Anticipates potential problems and proactively works to avoid them
- Understands customer’s business
- Knows industry needs and trends
- Responds to specific customer requirements
- Participates in educational opportunities to expand industry knowledge (Supplier webinars, ProTraining, Recertification meetings, etc.)
- Processes all administrative tasks
- Completes all paperwork, reports, and administrative tasks in a timely, complete, and accurate manner.
- Understands and adheres to local, state, and federal regulatory requirements / policies / guidelines
- Adheres to all operational safety protocols and policies
- Completes all required safety trainings and documentation
- Participates in Spot It & Stop It program
- Follows all safety protocols when operating equipment (electric/gas/manual)
Routine: Find an equivalent product or alternate size or source to meet customer delivery requirement on time. Inform customers of back-order situations and delivery deviations.
Difficult: Resolve problems for dissatisfied customers so that the confidence in Veseris is restored.
Decision-Making Authority
- Price quotes within established guidelines
- Resolves customer problems
Requirements
Specialized Knowledge/Skills:
Entry Requirements
- Communication and active listening skills
- Telephone skills
- Knowledge of Veseris products, services, and the industries we serve
- Problem-solving
- Ability to prioritize and multi-task
- Keyboarding and basic PC skills
- General knowledge of Microsoft software
- General knowledge of math skills pertaining to volume conversions and pricing
- Ability to work independently and/or in a team environment
- Face-to-Face customer service
- Education/Training:
- Bachelor’s degree, or equivalent experience, preferred, and demonstrated performance of appropriate entry level skills.
- High school diploma
- Physical Demands/Environmental Conditions:
- Sitting for extended periods of time
- Potential exposure to hazardous substances
- High stress level
- Various roles depending on location type: HUB, stand-a-lone, number of CSRs
- May need to lift/handle up to 50LB consistently to meet daily location requirements
- Exposure to heat and cold temperatures if working in a warehouse
- Append Skills Matrix
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
The Skills Matrix outlines the behaviors necessary to move to the next CSR level. The employee must have demonstrated the ability to master the behaviors of the CSR I level before promotion and have a minimum of two years in the CSR I position.
Functional Area CSR I
Required Behaviors
Teamwork Ability to interact effectively with all co-workers.
Contributes to positive work environment.
Sales Support Provides timely responses to inquiries from sales team.
Ability to identify possible cross sales and up sell opportunities and begin sales conversations with customers.
Demonstrates basic product, market, and competitive knowledge and begins initial research into customer requests.
Understands the basics of the forecasting system and successfully enters product forecasts or communicates the forecasting needs to the appropriate person.
Customer Relationships Provides effective and consistent customer experiences.
Actively listens and gathers information to help resolve customer issues satisfactorily.
Demonstrates an approachable demeanor.
Takes ownership of customer issues.
Communication Skills Ability to communicate effectively using the skills of questioning, acknowledging, and confirming.
Ability to provide information in an accurate, complete, and understandable manner.
Maintains confidentiality.
Communicates in a respectful manner with co-workers, customers, and suppliers.
Regulatory/Market/
Competitive Knowledge Maintains current and up-to-date records for regulatory requirements including RUPs.
Ability to identify Specialty Markets and corresponding products.
Basic general awareness of competitive distributors in their specific market.
Problem Solving/ Decision-Making Identifies problems and asks for assistance and advice.
Ability to make basic decisions based on normal business situations.
Personal Development Seeks to learn from others and shares knowledge.
Interactions with Other Departments Knows the basic communication channels and contacts for conveying and obtaining information.
Knows the basic procedures and protocols for inter-departmental cooperation.
Leadership Demonstrates basic leadership skills.
Administration Knows the basic reporting and administrative tasks of the role.
