Customer Service Rep, Remote

Primary inside contact for FLEXcon?s customers ensuring all customer needs are met by taking ownership of fulfillment activities, standard product (VBS) recommendations, pricing and information-related complaints. Proactively interacts with customers, technical service, sales, distribution centers, manufacturing, purchasing and credit on a daily basis to provide quick responses. Proactively... maintain and grow business at existing and new FLEXcon accounts. Scope Of Responsibilities ? Supervisory Responsibilities: ? Yes ? No ? Number of direct reports: N/A Essential Functions ? Responds to Customer inquiries received by phone, e-mail and fax. Document interaction in SalesForce. ? Also responsible for inquiries from sales, telesales and distribution centers ? Recommend, quote, sample and sell VBS products ? Document opportunities where VBS product does not meet customer requirements, validate that pursuing a custom construction makes economic sense via established FLEXcon guidelines and then professionally transfer customer to FLEXcon technical community for further discussion ? Responsible for all aspects of Order Fulfillment from receipt of order though delivery and invoicing ? Enter new orders (does this mean first-time orders for existing and new customers?), verifying for accuracy against documented procedures. Process order changes / cancellations. ? Recommend alternative product (VBS) constructions if required ? Monitor open work orders and expedite as needed ? Proactively notify customers of late or problem orders and any VBS product alternatives to assist customer ? Resolve customer-specific freight and logistics issues/questions through consultation with FLEXcon Shipping Departments ? Working knowledge and demonstrated ability to use the E-price tool to fully support customer inquiries, including but not limited to VBS product recommendations, price quotes, price discounting, application sheets, product sampling and trial orders. ? Resolve information-related customer complaints and implements corrective action. Confirm resolution and corrective action to customer via established FLEXcon guidelines. Review complaint instance and corrective action with colleagues to prevent recurrence. ? Handle complaints for pricing mistakes, order entry errors and customer accommodations ? Proactively engage selected assigned accounts by initiating phone and/or e-mail contact to better understand business applications in which FLEXcon participates as well as to uncover missed opportunities in which FLEXcon is not participating ? Assist with order entry overflow for repeat orders ? Assist with standard price quotations overflow ? Responsible for entry of new customer information ? Contribute to Customer Service Improvement Teams as required ? Ability to use problem solving skills and a ?can-do attitude? to overcome obstacles ? Cross train new employees when appropriate Requirements ? EDUCATION: Bachelor?s degree or equivalent business experience. EXPERIENCE: 2-3 years previous Customer Service experience. Experience in a Manufacturing environment and experience using an ERP system highly preferred. ? PERSONAL CONTACTS (Internal/External): Customers, Customer Service team members, Sales, Supply Chain, Manufacturing, Purchasing and Finance ? CONFIDENTIAL DATA: Customer pricing and applications ? COGNITIVE/PHYSICAL REQUIREMENTS RELATED TO ESSENTIAL FUNCTIONS: Repetitive movement of hands and fingers ? typing and/or writing. Occasional standing, walking, stooping, kneeling or crouching. Reach with hands and arms. Talk and hear. ? PHYSICAL WORK ENVIRONMENT: Home/Office Environment Job categorization: 1 ? TRAVEL %: Limited for industry education Job Specific Competencies, Experience & Skills ? Excellent Customer Service ? Verbal and Written Communication skills ? Ability to learn quickly ? Troubleshooting / Problem-solving skills ? Ability to work under pressure ? Collaborative team spirit ? Adaptability ? Proficient in Microsoft Office Suite (including Excel) ? Experience using Salesforce.com a plus

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