Customer Service Rep I at Cross Technologies Inc in Knoxville, Tennessee

Job Description:

As a Customer Service Representative you will be a key contributor to our fast-paced day to day operations - providing exceptional customer service by working with the Process Solutions Group (PSG) sales team.  This position is a focal point for order management including order entry, inquiries and expediting. You will have the opportunity to work as part of a dynamic, fast-paced, high performing customer support team.

Essential Functions

• Swiftly process customer orders, adhering to our approval requirements


• Critical thinking, works independently 


• Expedite customer orders at the direct request of customers as well as other PSG associates


• Build and maintain knowledge of our vendors and their order entry and order management processes


• Serve as liaison between product specialists, customers, vendors, and Cross internal resources.


• Contribute to team effort for securing goals

Additional Responsibilities

• Process orders to meet company performance matrix guidelines


• Purchase products through our ERP system as well as directly through vendor websites/Portals


• Proactively expedite rush orders


• Assist the sales team with special pricing renewals and updates


• Process repairs and returns orders for specified accounts


• Liaise with the sales team and management regarding customer issues and opportunities


• Work under general supervision and rely on experience and judgement to accomplish goals


• Attend ongoing vendor and process training; retain knowledge of vendors and processes


• Assist with special customer support projects as requested by management

Education and Experience

• High School/GED required and Associates or Bachelors degree preferred and 1-2 years order entry experience /or


• High School/GED required and 3 years order entry experience in wholesale distribution (preferred) or related industry

Required Competencies

• Computer literate and highly productive in a multi-window environment – Google Business Apps and Microsoft Office


• Excellent keyboard skills – quick and accurate


• ERP literate, NetSuite


• Excellent communication skills – especially phone and email communications


• Detail oriented and highly organized


• Knowledge of customer service principles and practices 


• Math and problem-solving skills

Physical and Mental Requirements

• Sit at desk, with minimal breaks, for up to four hours at a time.


• Perform data entry for up to four hours at a time with minimal breaks


• Move and pull catalogs that may weigh up to ten pounds


• Spend extended lengths of time viewing computer screens


• Possess  a clear and articulate speaking voice


• Must be highly organized, with a well-developed ability to multi-task. 


• Possess ability to quickly learn and retain vendor-related information as well as company policies and procedures


• Possess the ability the perform mathematical calculations and understand the mathematical concept related to profit and margin 


• A high degree of self-control and the ability to interact with others in a businesslike and professional manner 


• Ability to efficiently and calmly work in a fast-paced dynamic work environment

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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