Customer Service Representative - Gibraltar Industries : Job Details

Main ActivitySpecific ActivitiesMeasure of PerformanceManage Account/CS Transactions for Assigned Channel Partners* Customer order entry to ERP* Quoting as required providing price, availability, freight charges and drawings or product configuration* Fielding phone calls /inquiries from assigned accounts or other channel partners needing assistance* Expediting/following up on Orders* Professional interaction with Schedulers, Production Supervisors, Shipping, Quality, Sales and others to carry out order fulfillment processingCustomer Satisfaction Survey Results and Order Entry Accuracy Report MetricsPerform Specialized Account Maintenance Functions* Maintain RGA (Return Goods Authorization) and Credit Databases* Process Returns and credits according to established policies/procedures* Accurately maintain databases (web-based, ERP, others)* Other account maintenance duties as assignedReporting metrics related to accuracy and timelinessHandle end-user/influencer inquiries and lead referrals* Manage leads/calls from end-users to designated dealers as determined by lead mgmt policies* Interact positively with a wide-array of end-users and influencers to assist them in finding a dealer that meets their needs, instructing them on use of consumer website, catalog, etc… as appropriateCustomer Satisfaction Ratings and Revenue Target AttainmentSupport sales efforts* Complete follow-up calls, report maintenance, duties as assigned to achieve monthly sales goals* Provide support for Regional Sales Managers & Mfg Reps as assignedRevenue Target AttainmentProduct knowledge* Complete training and study to understand details of products and their uses* Communicate product functionality to dealers, end-user customers and influencersCustomer Satisfaction Survey Results