Customer Service Representative

Under the direction of the Director of Inside Sales, the Customer Service Representative (CSR) performs quoting and order entry tasks, is the customer point-of-contact for regarding order fulfillment, and supports the Outside Sales team. The CSR coordinates customer orders with the Order Fulfillment Representatives and responds to a variety of requests, such as status of order, shipping schedules, freight costs, etc. The CSR also owns the project lettings entry and tracking function. The Representative complies with company policies, procedures and applicable government regulations.
Job duties will include:

• Quote and Order Entry
  1. Prepares and releases quotes to Outside Sales Representatives for final pricing and approval
  2. Reviews customer purchase orders for accuracy and completeness
  3. Verifies that all attachments, options, and special parts are included
  4. Assists with credit process, obtaining information from customers and communicating acceptance/denial, terms of credit, and any other issues
  5. Requests new, unique parts be setup in the system
• Outside Sales Support
  1. Fields and directs inquiries (including referring to the appropriate sales office/professional)
  2. Maintains customer sales files
• Order Fulfillment
  1. Manages two-way communication with the customer regarding order fulfillment and customer needs
  2. Interfaces with the Customer Order Fulfillment Representative for expedited delivery and scheduling issues
  3. Executes 'exception' guidelines for order changes after order acknowledgement with respect to changes to quantities, timing, part changes, etc
  4. Communicates load schedule with customer, consisting of multiple early alerts and culminating with the 48hr. advanced shipment notice (ASN)
  5. Responds to customer service issues, drawing requests, resolving complaints concerning invoicing, shipping, or product problems
  6. Requests load moves due to customer request
  7. Tracks orders through the system until timely delivery of products
  8. Reviews and processes customer credits
• Market Intelligence / Demand Forecast
  1. Records and tracks project lettings in 'real time' monitoring changes to project lettings & updating them in the system
  2. Monitors list of quotes and 'non-converted/expired quote' loss reason analytics
  3. Logs customer communications in CRM tool (Netsuite)
  4. Supports NPD process by providing ongoing product/application feedback from customers that may serve both active projects and as new ideas
  5. Cross-train as Customer Order Fulfillment Representative, to serve in that function as needed, primarily as a backup
  6. Perform other duties and assignments as directed by supervisor

• High school diploma (or equivalent) with a minimum of three (3) years Inside Sales experience. Preference is for a Bachelor's degree in business or related fields and some sales experience, or any equivalent combination of experience and training which results in the required knowledge, skills, and abilities. An advanced degree will be considered in place of work experience.

• Experience in the Roadway Safety Industry or selling/marketing to Roadway Agencies is desirable. Experience in quoting and pricing structures is also desired. Preferred experience with Microsoft Word, Microsoft Excel, and order entry systems is highly desirable.

• Highly motivated with success in sales, proven personal scheduling and time management skills, and outstanding interpersonal and organizational skills.

• Preferred experience with Netsuite, Microsoft Word, and Microsoft Excel.

• Excellent verbal communication and phone skills required. Must possess excellent customer service skills, strong work ethic, be highly organized, and have good oral and written communication skills. Displays confidence when handling difficult customers and/or objections. Attention to detail is critical. A technical background with experience in using complex part numbers, options, etc. is highly desired.

• Ability to maintain effective working relationships with customers, state specifying agencies, and company personnel required. Displays comprehensive knowledge of Valtir's products, along with strong familiarity with competitors' products.