The Senior Customer Service Representative will be responsible for processing all incoming catalog, custom and Primer orders and inquiries via telephone, mail, facsimile, direct order entry and electronic data interchange systems. He/She will handle escalated issues, play a critical role in building customer relationships and representing the organization. He/She will partner with key strategic customers i.e. Supply Centers, Government Services, Customs and International. 

Job Description:

The Senior Customer Service Representative will perform all or some of the following Job description:

• Respond positively to and expeditiously process all incoming telephone inquiries and orders, including advanced and escalated issues

• Increase revenue by participating in upsell and cross-sell promotions

• Adhere to SOP’s and departmental training guidelines; may participate in developing responses for standard inquiries

• Follow established service quality standards and meet established telephone order processing time standards (talk time, after call work, order accuracy etc)

• Assess often-complex individual customer requirements and direct activities to appropriate departments

• Utilize sales order entry system, catalogs, price lists and sales aids to provide accurate information to customers, including interpreting quotes and promotions, credit policies and specific ordering trends

• Provide required documentation related to each particular order to meet shipping schedules (i.e. material safety data sheets, certificates of analysis, custom orders etc.)

• Maintain daily sales order log, reports, and other records; provide reports and logs as required

• Provide expertise and guidance to other Customer Service Representatives

• May be required to act in a “lead” role

• May serve on various committees.