Customer Service Representative

Duties are as follow:

The Customer Service Representative is responsible for entering and processing customer orders accurately and on time. The role is considered critical in developing and maintaining prosperous business relationships. This role reports directly to the VP of Sales.

The following describes the expectations for this role:

Promote and participate in a team environment to maximize the effectiveness of our Customer Service Group and other departments.

  • Excellent Customer Communication
    • Professional phone manners
    • Courteous
    • Promptly returning messages within 4 business hours
    • Promptly answering inquiries or advise of order status
    • Effectively obtain accurate and required information
    • Effectively develop client rapport and promote appropriate business relationships
    • Effectively identify additional current and future potential
    • Appropriately advise customer of the course of action and follow through on that plan
  • Product Knowledge
    • Develop and expand knowledge of all Hamsar’s advertised products (catalog), such as part numbers, product descriptions and use, as well as prices
  • Account Responsibility – Assigned Customers
    • Regular communication with primary contacts
    • Provide quotes and samples as required
    • Be familiar with current customer requirements such as standard parts orders/releases, new and potential projects
    • Monitor new orders entered for:
      • Price accuracy as quoted, per price schedule
      • Quantity accuracy – meets minimum order requirement and quoted quantity
    • Shipping accuracy – work closely with production to meet scheduled ship dates
  • Customer Responsibility – Unassigned Accounts
    • Respond to unassigned account inquiries by providing quotes, stock availability, order receiving (forward to admin), order status
    • Aid peers with Assigned Accounts as required to cover overflow, vacation and sick Days
  • External Sales Representatives, Distributors
    • Aid external sales reps to meet Customer Service Standards
      • Product Information
      • Samples
      • Quotations
      • Follow Up
      • Copy Customer Correspondence
    • Re-direct customer inquiries to distributors
  • Maximizer CRM – Internal Customer Care System
    • Ensure customer and vendor specific information is available to all Hamsar employees to ensure they are able to track calls, view notes, access supporting documents (faxes, quotes, emails, account notes).
    • Ensure customer contact information and account status is up to date.
    • Record any prospects and track relationship
    • Effective use of: Calendar & Hotlist Tasks, Opportunities function, & Customer Service function

Health and Safety and Environmental

Observe and follow all health and safety and environmental policies and procedures at all times. Wear protective equipment as required. Report any workplace injuries/illnesses and any health and safety concerns to supervisor immediately.

Additional duties pertaining to customer service as identified by manager.