Customer Service Representative - NextGen Supply Group

Job Title: Customer Service Representative

Reports To Job Title: Customer Service Manager

Work Location: NextGen - Mansfield, MA

Business Units/Regions Responsible for: NextGen

Approximate # of Direct Reports: 0

% of Travel Required: 0

FLSA Status: Nonexempt

Position Overview

The Customer Service Representative will interact with customers and sales representatives via telephone, email, or in person to provide support and information on products or services.

Responsibilities Include:

• Collects and enters orders for new or additional products or services into an ERP system (Network experience a plus)..
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools (i.e. Outlook email, product sourcing, ERP systems)
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers and possible up sale
• Able to perform in a fast-paced environment
• Performs other related duties as assigned

The ideal candidate will have:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• High school diploma or equivalent.
• Minimum of 2 years' customer service experience within an office setting, preferably supporting outside sales.