Customer Service Representative - Tacoma, WA (Administrative)
Stellar believes that each employee can make a significant contribution to our success. Contributions can be within and outside of assigned responsibilities. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.
Job Summary
We are seeking a customer service professional who has a desire to take care of people and an aptitude to learn our processes and all about the products that we sell. While not required, an interest in metalworking or industrial tools would be helpful. Days will be spent helping our customers with questions about our products, placing quotes and orders, helping with returns, and making sure that our customers have the best experience possible.
Our Customer Service Representatives provide exceptional service by email, phone, in-person, and online. They process quotes, orders, and returns through our ERP system, Prophet 21 by Epicor, answer questions, and resolve issues promptly. They quote prices and delivery specifications accurately and assist other departments such as Sales, Product Management, Solutions, etc.
Major responsibilities and expectations:
More specifically, it is the responsibility of the Customer Service Representative to:
- Address customers in a professional, courteous manner with a positive attitude and active listening
- Accurately and efficiently enter quotes, orders and returns into the ERP system (P21) while meeting or exceeding service level agreements and customer requirements
- Follow established processes for ensuring a quality Stellar Customer Experience and positive Customer Experience metric results
- Expedite all service requests with urgency and accuracy to meet or exceed customer expectations
- Work and collaborate effectively as part of your Customer Experience team, including Commercial and Specialist support individuals
- Communicate effectively and establish professional relationships with customers, suppliers and other Stellar associates
- Engage in continual learning of all Stellar service and product offerings
- Attend scheduled training sessions on product or process related content as necessary
- Understand and adhere to company policies and procedures.
Qualifications
- At least two years of previous Customer Service or industrial tool related experience
- Proficient in MS Office
- Excellent verbal and written communication skills
- Ability to connect positively with customers and others
- Desire to actively look for ways to help customers and others
- Experience with ERP type computer programs preferred
- Ability to work as an enthusiastic, goal-oriented team player
- Comfortable working in a sales driven and service focused environment
- Must be able to perform repetitive work with your hands and arms in an office environment
- Display a consistent can-do attitude and willingness to improve
- Always work with honesty and integrity
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required.
