Supervisor, Customer Service II at Overhead Door Corporation in Mount Hope, Ohio

Job Description:

The Position
The Account Representative is responsible for handling all customer related communication from specific large volume, fast paced customers. This senior member of the Customer Service team is a integral part of a successful customer relationship. 

Responsibilities

• Takes phone calls, faxes, and emails from customers.


• Provides customers with pricing information and quotes.


• Answers questions on product availability, product features and benefits, product specifications, special order products, and product applications.


• Informs customers of product changes and quality improvements.


• Provides information and advice on sales program features.


• Expedites shipment requests from customers by coordinating activity with manufacturing and scheduling.


• Researches claims for credit/returns and makes decisions on how to resolve. 


• Troubleshoots and problem solves on any issues raised by the customer.


• Recommends improvements in product, packaging, shipping methods, service, and procedures to prevent future complaints of similar nature.


• Conducts follow up activity on quotes in order to close jobs and gather competitive information.


• Answers direct order entry/partner connect questions and assists customers in navigating through the process.


• Communicates with field sales of any concerns and issues raised by the customer.


• Actively sells products to customer base as well as to consumers who contact us.


• Assists the field sales team in meeting sales objectives and increasing WD market share.


• Other duties as assigned

Qualifications

• 1-2 years related experience and/or training or equivalent combination of education and experience will be considered

• Bachelor’s degree from a four-year college or university preferred