Customer Service Representative (CSR)

Come Join the Dean Technology Team!

DTI offers competitive salaries, excellent health, dental, life insurance and work/life balance in a challenging and rewarding environment. We are experiencing a period of significant growth and are looking for energetic Team members to grow with us.

DESCRIPTION:

To provide an exceptional level of service and support for every customer via the phone and e-mail. An CSR is responsible for maintaining a high level of customer service and support for external and internal customers. CSR’s are a critical part of the entire sales order process from managing customers’ expectations, entering orders, to ensuring proper delivery. CSR work with other functional groups to ensure customer orders are entered accurately and shipped on time.

RESPONSIBILITIES:

Includes but are not limited to:

· Answer incoming phone calls and e-mails promptly.

· Generate new and repeat business by providing product and technical information in a timely manner.

· Determine customer requirements and expectations in order to recommend specific products or solutions.

· Accurately process customer transactions such as orders, quotes or returns.

· Increase sales and average order size by means of cross-selling, up-selling, and add-on sales.

· Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.

· Provide tracking information on shipped orders to customers when requested.

· Fill requests for catalogs and samples.

· Set up and maintain customer files.

· Communicate to the purchasing department unexpected increases or decreases in demand for product.

· Capturing of accurate and complete information in Customer Relationship Management (CRM) system.

· Backup to reception on phones when needed.

· Participate in weekly sales meetings, daily situational and any other meeting mandated by management.

· Answer high volume of in-bound calls and e-mails on a daily basis.

· Research orders and accurately updating information in ERP (computer) system.

· Support customer in navigating web site.

· Triaging time sensitive customer requests efficiently and effectively.

· Performing all required customer follow-up in a timely manner each day.

· Customer Service and Support – Provide friendly service and enthusiastic guidance to the customer via phone and e-mail.

· Sales Order Entry – Accurate and timely sales order entry. (Accuracy of 99.5%, and volumes of 400+ lines entered per month).

· Return Materials Authorization – Enter, send and follow up on RMA’s issued to customers.

· Meeting or exceeding weekly/monthly/quarterly sales goals.

· Entry of 400+ lines per month

· Follow-up on quotes, samples, etc.

· Create and issue RMA’s to customers within 24 hours.

· Quotes created and delivered to customers on a weekly basis.