Customer Service Representative 2

About the position

The Customer Service Representative 2 (CSR 2) at CSI is a specialized role focused on ensuring customer satisfaction throughout the sales cycle. This position requires a deep understanding of specific sanitary process equipment and the ability to provide technical assistance, pricing, and order management. The CSR 2 will engage with customers, support sales efforts, and maintain accurate records in the ERP system, contributing to the overall vision of increased sales through accountability and relationship management.

Responsibilities

• Take customer calls to provide technical assistance, pricing, availability, etc., daily
• Systematic calls to customers
• Respond to customer requests for information within one hour
• Enter customer orders and quotes per standard, daily
• Execute proper review and updates of all open orders, including communication for internal and external customers, daily
• Maintain all accounts, contacts, and records in the ERP
• Support sales efforts through questioning and qualifying the prospect, daily
• Ensure proper handling of return goods
• Include sales in customer interaction including: quotes, orders, new customers, national account activity, and territory related accounts, daily
• File all documents in the DMS
• Communicate with vendors to purchase and expedite drop ship goods
• Set up new customer accounts
• Coordinate any special logistic needs as required by customer
• Proactively identify, question, and suggest changes to standard procedures
• Contribute to overall vision of increased sales through accountability and relationship management
• Cover phone duties for other CSRs as needed and perform additional duties as required
• Act as a specialist for a specific customer type or product
• Serve as a primary resource for a customer type or product for the department
• Prepare and review customer specific sections for large quotes/project/submittal opportunities
• Actively communicate across departments and specialty groups
• Negotiate project pricing and logistics
• Participate in relevant customer/supplier visits
• Interpret the engineering spec as it applies to the customer requirements
• Develop questioning around specs to leverage CSI product line
• Understand and execute CMI for large orders
• Understand the customer type needs and expectations
• Promote CSI product lines for the specific customer type
• Identify BPE requirements for GR, SF, DT, and suggest appropriate products
• Identify 3A guidelines and product offerings
• Help educate peers with products and processes and support those who are new or learning.

Requirements

• College credits; desired; Bachelor of Science; preferred
• Accounting 1, required
• Business Law, required
• Professional telephone etiquette, required
• Industry or Industrial Experience for a minimum of 8 years; required
• Computer proficiency; required
• Technical understanding and application of ERP system
• Excellent MS Office (Outlook, Excel) experience; required
• CRM experience; required

Benefits

• Health and wellness benefits
• Paid time off
• Retirement planning
• Continuing education support
• Company luncheons
• Casual Fridays
• Wellness program
• Opportunities for volunteering in local community charitable events