Job Summary:

Marketing Customer Service Representative
Customer Service Manager

Build sustaining, long-term relationships with our client’s distributors by serving as the primary interface for them and providing information and follow-up activities as required to ensure exceptional customer experience.

Essential Duties and Responsibilities:

• Provide interface support for all groups with our client contact – distributors, end-users, external sales reps, internal sales reps, and vendors – guiding each call as appropriate for further action or resolution.
• Educate customers about terminology, features, and benefits of products in order to improve product-related sales and customer satisfaction.
• Prepare special reports as specified by customers.
• Facilitate freight quote requests as requested by customers; submit FQRs for Logistics to complete.
• Follow-up with Purchasing on open drop ship orders on behalf of customers.
• Monitor order status for customers. Provide information regarding order entry to verify entry accuracy. Monitor open orders to ensure that all action is being taken to fulfill those orders. Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.
• Open new customer accounts by recording account information into Salesforce and SAGE and maintain customer records by updating account information.
• Maintain product information/product pricing spreadsheets to support sales or customer service.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Communicate to the purchasing department unexpected increases or decreases in demand for products, including large volume opportunities.
• Receive incoming telephone sales leads, gather the necessary information, enter the information into Salesforce, and direct them to a distributor (prospective end-user) or to a sales rep (prospective distributor).
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Request freight claims for damaged or lost shipments and provide all necessary supplemental information/photos to Logistics so they can file the necessary claims.
• Determine customer requirements and expectations in order to recommend specific products and solutions.
• Present price, credit, and terms in accordance with standard procedures and customers’ profiles.
• Identify trends in customer satisfaction or dissatisfaction.
• Fill requests for catalogs, information, or samples.
• Provide accurate information regarding the availability of in-stock and non-stock items.
• Perform in-person trainings/presentations to maintain technical knowledge of all new and existing products, to be able to answer questions to customers and end-users.
• Maintain a detailed log of phone calls and written communications through Salesforce.
• Make outbound and receive inbound phone calls.
• Monitor open cases.

Education and Experience Requirements:

• High school diploma or equivalent required; some college coursework in written composition preferred.
• Advanced experience using Microsoft Office software to prepare correspondence, develop reports, utilize spreadsheets, and create presentations required.

Knowledge/Skills/Abilities:

• Core Values – represents the company’s core values:
  • Serve the customer
  • Work hard. Work smart.
  • Innovate
  • Do the right thing
  • Support the Team
  • Have fun
• Team Orientation & Interpersonal – highly motivated, passionate, and creative team-player with ability to develop and maintain collaborative relationships with all levels within, and external to, the organization.
• Communication – able to effectively and persuasively express self verbally and in writing, using correct language and grammar in a professional, diplomatic, and tactful manner.
• Organization & Time Management – able to work independently with minimal supervision, planning, scheduling, and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail.
• Systems & Software – proficient knowledge of Microsoft Office, Sage, and Salesforce software applications.

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Contact information

Amber Kemp