Job Details
**Customer Service Representative**
* January 13, 2022
* Provide exceptional customer service to dealers, reps, and both internal and external customers
* Manage preliminary sales entry process, including taking and entering sales orders by phone, fax, email, EDI, and online channels.
* Serve as initial point of contact for customer inquiries, ensuring all interactions are handled in a professional, friendly, and helpful manner.
* Coordinates with warehouse to ensure accurate and timely shipment of orders, communicating any issues to Sales team.
* Collaborates with Sales and Accounting to maintain an accurate customer database, ensuring that account information is correct and any issues are resolved in a timely manner.
* Maintain understanding of Sterling Rope products and applications, such that accurate assistance can be provided to customers.
* Maintain confidentiality.
* Deliver exceptional brand experience for end users.
* Recommend efficiencies or areas of improvement when relevant.
* Other duties as assigned.
**POSITION SUMMARY**: Provides support to dealers, reps, and the Sales department by handling inbound calls, helping to resolve customer or dealer issues, and entering and managing sales orders.
**ESSENTIAL FUNCTIONS**:
**ADDITIONAL FUNCTIONS**:
**QUALIFICATIONS**:
* Strong technology skills and experience with MS Office.
* Ability to exercise good judgment and make sound decisions.
* Strong attention to detail, commitment to quality, and organizational skills.
* Respectful and positive attitude.
* Strong communication, sales, and customer service skills, as well as the ability to work effectively both independently and as part of a team.
* Ability to manage multiple tasks and work with frequent interruptions and changing priorities.
* Ability to plan workload efficiently.
* Willingness to assist others when necessary.
* Flexibility and desire to learn new skills.
* Climbing, fire service, arbor, EMS, or other technical rope experience a plus.
**PHYSICAL REQUIREMENTS**:
Physical:
* *Strength*: Must have the ability to occasionally lift, pull, and move objects up to 40 lbs.
* *Manual Dexterity*: Must have the ability to frequently operate equipment listed below and frequently perform moderately difficult manipulative tasks, including data entry, writing, and filing.
* *Mobility:* Must be able to frequently sit for long periods of time and occasionally walk, reach with hands/arms, and climb stairs.
* *Speech:* Must be able to continuously, clearly, and precisely articulate and communicate when giving directions or interacting with staff, vendors, clients, visitors, and customers.
* *Emotional Stability:* Must be able to continuously deal effectively with stress created by multiple tasks, noises, interruptions, and multiple priorities and work cooperatively as part of a team while maintaining a pleasant, professional demeanor.
Sensory:
* *Vision*: Must be able to continuously read small print and adjust focus.
* *Hearing*: Must be able to frequently receive verbal instructions, communicate with others, and answer a phone with some background noise.
Cognitive:
* *Concentration*: Must be able to continuously concentrate on fine details with frequent interruption.
* *Attention Span*: Must be able to frequently attend to tasks and meetings for up to 60 minutes at a time.
* *Conceptualization*: Must be able to frequently understand and relate to ideas, generally several at a time, and interpret a variety of instructions furnished in written or oral form.
* *Memory*: Must be able to continuously remember multiple verbal and written tasks and assignments over long periods of time in order to coordinate multiple projects while following company policies.
**WORKING ENVIRONMENT**:
* Noise level is usually moderate but may be high when on plant floor.
* Frequent exposure to VDT radiation.
**EQUIPMENT USED**:
* Phones
* Copier, computer, printer, fax, postage machine
* General office supplies
**EMPLOYEE RESPONSIBILITY IN AN EMERGENCY**:
* Expected to respond to emergency situations involving the safety of other employees.