Customer Service Representative

This position helps generate revenue by obtaining orders, understanding customer's needs, solving problems, providing technical information, and developing accounts. This position will work cooperatively with technical inside/outside salespeople and other members of the team to grow existing customers and create new customers while increasing customer satisfaction.

· Answer inbound phone calls to aid current and prospective customers to purchase

· Initiate outbound calls to current and prospective accounts to inform them of new products, promotions and purchasing opportunities.

· Explain product features based on analyses of customers' needs and on technical knowledge of product capabilities, while providing solutions.

· Open customer accounts by recording accurate information and obtaining needed documents for verification to finalize account set up.

· Receive and process orders from current and prospective customers via phone or EDI.

· Monitor the status of orders and contact customers to assure they are fully aware of any changes in the order fill rates, b/o's, ship dates and payables from original order specifications.

· Answer customers' questions about products, prices, availability, or credit terms.

· Accurately and effectively manage all aspects of order entry, invoicing and acknowledgements to customers.

· Maintain customer records by updating account information where easily accessible by teammates.

· Provide “Professional Service Level” regarding all verbal and written communications with current and potential customers.

· Meet or exceed customer expectations regarding delivery, quality, and service.

· Obtain working knowledge of RWB's products, services, manufacturing, and technical capability.

· Become well versed in RWB's operating system to perform daily work functions and assigned tasks.

· Maintain open dialog with all sales teammates, making certain any issues/problems are completely explained and resolutions found.

· Work with customers using problem resolution to quickly address all RMA, billing, shipping, credit issues.

· Respond to sales request from social media sites (Marketing support).

· Other duties as assigned.

· High School Diploma and 5-10 years of customer care, or

· Bachelor's degree with 0-5 years' experience

Entry level technical sales experience

· Proficient in Excel, Word, and email

· Ability to become proficient in company operating systems. (ERP/MAS 500)

· Exemplary interpersonal skill in dealing with customers

· Detail-oriented and possess the ability to follow through on issues

· Excellent communication skills (both verbal and written). Must be able to communicate with both management and non-management associates.