Customer Service Representative - Hughes Enterprises

Position Overview

The Customer Service Representative (CSR) represents the voice of the customer through the entire order fulfillment process. The CSR role at BradyPLUS is multi-dimensional and interdepartmental. The CSR is the main liaison between the customer, vendors and all internal departments to ensure good customer satisfaction while processing both Customer Service and Equipment order requests. The CSR partners with Sales Account Managers, and Vendors to work together as a team daily. Collaboration between this role and the Sales Team is paramount to the success of BradyPLUS.

A successful CSR can communicate clear and accurate details both in oral and written language. They are hard-working, fun-loving, have the ethic to work under fast-paced and stressful situations, and the ability to juggle multiple tasks quickly and accurately. Their thorough experience with ERP and CRM systems will make them a successful candidate for this role.

Responsibilities Include:

• Field sales and equipment orders via email, phone, and CRM system
• Manage order fulfillment processes
• Assist the Sales Team with inside sales tasks, including but not limited to, quoting and pricing new or repeat products and equipment
• Create and maintain all quotes through the ERP system, which includes working with vendors and 3rd parties on pricing, deviated costs, and pricing contracts.
• Act as point contact for customer communication
• Track shipments and convey updates to customers.
• Manage and resolve customer complaints, including communicating client issues to the appropriate departments and external sources, until resolution.
• Process returns for both stock and direct orders.
• Liaise with Sales, Operations, Vendors, and entire BradyPLUS team.
• Operate daily in ERP and CRM software environments
• Fulfill customer sample requests, by working with the DC and vendors.

The ideal candidate will have:

• Strong reading, writing and comprehension skills
• Strong communication skills (written and oral)
• Ability to follow instructions, structure, and standard operating procedures.
• Ability to learn company processes, systems, and protocols thoroughly and accurately.
• Ability to thoroughly learn and be trained on product information through vendor trainings.
• Ability to work both independently and in a team environment.
• Ability to multitask and troubleshoot problems both quickly and accurately with multiple parties.