Customer Service Representative II

Customer Service Representative II

Under general supervision, the Customer Service Representative II ensures that customer expectations are accurately determined and met. The Customer Service Representative II may provide guidance to less experienced Customer Service Representatives or may provide support to specific clients.

Responsibilities include:

• Responding to customer inquiries about products, providing quotes, and managing order entry. Due to their experience and training, they can handle more complex or challenging queries.
• Processing customer orders received via phone, fax, email, electronic methods, or in-person sales.
• Influencing the gross margin of Motion Industries by negotiating the selling price and purchase price, within certain parameters.
• Adjusting prices for customers (without contract) to meet market demands based on competition, while maximizing profit for Motion Industries.
• Building relationships with clients to drive repeat business, creating a good rapport, and driving process improvements.
• Ordering items to ensure adequate inventory levels for customers.
• Authorizing purchase orders up to $5,000 USD per line and up to $10,000 USD per purchase order.
• Facilitating pending orders. They can pull inventory and prepare the order for shipment to the customer.
• Responsible for product search in the branch inventory, distribution center, or supplier inventory.
• Determining the most cost-effective shipping method for customer orders.
• Handling customer returns.
• Providing support to specific client(s).
• Assisting less experienced Customer Service Representatives in meeting customer needs, including locating items and resolving issues.
• Performing other assigned duties.

Education and experience:

• A college degree is required.
• Industry experience is preferred.
• Bilingual: Spanish/English. Intermediate/advanced English proficiency (ability to communicate fluently in technical conversations).

Knowledge, skills, and abilities:

• Reliability, organization, and attention to detail are required.
• Excellent communication skills, including written, verbal, and active listening.
• Ability to multitask and time management skills required.
• Strong computer skills (proficiency in office software and systems).
• Strong negotiation skills.
• Basic product knowledge.

Company information:

Motion Industries offers an excellent benefits package including major medical, dental, vacation, and holiday pay options.

Disclaimer:

This job description illustrates the general nature and level of work performed by employees within this job classification. It is not intended to be a complete inventory of all duties, responsibilities, and skills required. Management reserves the right to add or modify duties at any time.