Junior Customer Support Representative

Corporate Interiors
Published
March 15, 2020
Location
New Castle, DE
Job Type
 

Description

Description: Great opportunity for a recent graduate or early career professional!

Summary/Objective

The Junior Customer Support Representative is an entry level position that performs sales support functions to meet or exceed the needs and expectations of the sales team through accurate order management facilitation. The Junior CES has high level of client contact, acting as the liaison between the client and the company. The CES will positively manage communication between the sales team and other divisions of CI; they will be determined to assist in managing the overall experience of the client. The CES will be expected to work in the same passionate and fast paced environment of the sales force.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Customer Support Process

• Solid understanding and ability to promote company and department procedures.
• Processes sales orders into the ERP; responsible for tracking from inception to completion once in Order form.
• Receives and reviews Vendor Acknowledgements for accuracy (verifies product description, pricing, ship date, etc.) and posts Vendor Acknowledgements in Hedberg.
• Resolves vendor pricing and invoice discrepancies.
• Coordinates requests for delivery, service, and installation with operations personnel.
• Informs Account Representative and Team of all significant developments in order process.
• Reviews Status and Open Quote Reports with respective Team Sales Representative on a weekly basis; follows up immediately on all open punch and project issues that result from this weekly meeting.
• Ability to serve as primary customer contact to answer questions, update on order statuses, and problem solve.
• Understands the importance of lead times, as well as project / order coordination with the customer, Sales, Project Management, and Scheduling.
• Assists in all aspects of bids and proposals.
• Interfaces with all other departments to meet customer needs.
• Identifies and enlists resources necessary to effectively meet or exceed customers needs and expectations, including improvement of lead times and negotiations within company.
• Thorough understanding of pricing concepts and mathematical calculations.
• Familiarity with other team members functions; cross-trains as required.
• Maintains accurate and standardized order documentation.

Customer Experience Specialist Process

• Assists Sales Team in all functions of sales support (ordering samples, contacting vendors and clients, generating quotations, order processing, reports, etc.). Occasionally, delivers/picks-up finishes in person.
• Fosters a continued understanding and mastery of product knowledge, especially all Steelcase, Coalesse, and Global product lines.
• Arranges team product training on all other open line vendors to expand team product knowledge; acts as the information hub for new product information.
• Maintains and updates the calendar for the Sales team, including coordinating client meetings, arranging WorkLife Studio tours, and uncovering potential networking opportunities.
• Acts as a liaison between external and internal customers, as well as vendors (new and existing).
• Attends project meetings from an early stage and becomes intimate with the individual interworkings of each account.
• Interfaces with client from project inception to completions, providing a high level of engagement and white glove concierge experience for all new and existing customers.
• Attends and hosts networking/client events on a regular basis.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

. Requirements: Competencies
1. Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
2. Service Orientation Actively looking for ways to help people.
3. Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.
4. Attention to Detail Job requires being careful about detail and thorough in completing work tasks.
5. Cooperation Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
6. Integrity Job requires being honest and ethical.
7. Dependability Job requires being reliable, responsible, and dependable, and fulfilling obligations.
8. Concern for Others Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.

Supervisory Responsibility
This position has no direct supervisory responsibilities.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Travel
Weekly travel to client locations and sales territories is expected of this position, as well as occasional offices out of the WorkLife Studio.

Required Education and Experience
Junior CSR I

• High School Diploma/GED.
• No experience relevant in customer service and/or administrative experience.
• Continued education and proficiency in software applications, like Microsoft Office Suite, Hedberg, and Adobe products.
• Familiarity with Corporate Interiors physical environment, culture, and business style/strategy.
• Ability to prioritize workflow to handle a diversity of tasks at once and meet deadlines with a high level of accuracy.
• Express self clearly and professionally in both written and verbal form.
• Excellent problem solving, organizational, administrative, and critical thinking skills.
• Expresses passion for both product and individuals projects with high level engagement in client facing tasks.
• Works as a team player to demonstrate enthusiasm, optimism, and persistence.

Junior CSR II
• At least 1 year of experience in customer service and/or administrative experience
• Continued education and proficiency in software applications, like Microsoft Office Suite, Hedberg, and Adobe products.
• Familiarity with Corporate Interiors physical environment, culture, and business style/strategy.
• Ability to prioritize workflow to handle a diversity of tasks at once and meet deadlines with a high level of accuracy.
• Express self clearly and professionally in both written and verbal form.
• Excellent problem solving, organizational, administrative, and critical thinking skills.
• Expresses passion for both product and individuals projects with high level engagement in client facing tasks.
• Works as a team player to demonstrate enthusiasm, optimism, and persistence.

Preferred Education and Experience
• Prior sales support / customer service experience in related industry.

Ethical Conduct/Values
• Is seen as trustworthy- consistently adheres to ethical principles and expects other to follow suit
• Openly values honesty-is respected as a credible source and a proven confidant
• Understands and values the importance of trust-keeps confidences credible source and a proven confident
• Is conscious of his or her personal value system when faced with difficult situations-stays true to his/her values even when it is unpopular to do so

Work Authorization/Security Clearance (if applicable)
Citizenship or work authorization to work in the United States required.
Training Requirements
Training will be reviewed and determined prior to the start date of the employee.

PM19
PI119036586

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