Customer Service - Customer Service Representative I

JOB DESCRIPTION 

Summary/Objective 

This position is dedicated to providing exceptional customer care and service focused on the necessary communication, selling, negotiation, and technical skills to enhance client experience and provide accurate information in a timely manner. Role includes sales support from the time of inquiry to delivery, which requires parts identification, researching, quoting, order confirmation, pricing, order processing, expediting, and problem solving. Inside sales specifically focuses on cold-calling, inactive accounts, and customer relationship development.   

Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1. -Generate quotes for outside sales representatives and follow up with outside sales team to ensure quotes successfully transition to orders. Manage these orders to ensure delivery schedule.

2. -Act as key customer contact to provide information to customers on complete sales cycle from quote through delivery.

2. -Answer all customer inquiries via phone or email by providing accurate information, technical product specifications, status updates, and timely responses ensuring exceptional service with every transaction.  

4. -Ensure that all paperwork, reports, order history, purchase orders, are maintained to respond to customer inquiries timely and ensure internal process requirements. 

6. -New Tool and Resale order entry when necessary to cover vacations. 

Competencies 

1. Communicates effectively: Actively listens to customers and checks for understanding, adjusts communication content and style to meet the needs of stakeholder, models and encourages ideas and opinions. Delivers messages in a clear, compelling, and concise manner. 

2. Action Oriented: Shows initiative in touch situations and spots and seizes opportunities, quickly and decisively acts in fast-changing unpredictable situations. 

3. Customer/Client Focus – Anticipates customer needs and provides services beyond customer expectations. Uses customer insights to drive and guide the development of new offerings, serves as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with key accounts.

Supervisory Responsibility 
 
This position has no supervisory responsibilities. 

Work Environment 
 
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

Physical Demands 
 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.  

Position Type/Expected Hours of Work 
 
This is a full-time position, and hours of work and days are Monday through Friday, 8:00 a.m. to 5 p.m. 

Travel 
 
There is no essential travel associated with this position. There may be opportunities to spend time in field with SSRs or management.  

Required Education and Experience 

• Associates Degree required; Bachelor’s Degree preferred, specializing in Business, Marketing, or a Technical area of study is preferred. 

• Excellent communication skills 

• Customer service focus – understand the need, solve problems, and respond in an efficient manner 

• Organizational skills – ability to manage time and multi-task. 

• Proficiency in Microsoft Office computer applications required; ability to navigate internal software programs will be needed after hire. 

• Experience with CRM or Salesforce is preferred. 

• Strong team player able to collaborate with cross-functional teams and contribute to departmental goals  

• Passion for Marketing and Sales 

Preferred Education and Experience 
 
Bi-lingual/multi-lingual. Fluent in writing and speaking French/Spanish 

Additional Eligibility Qualifications 
 
None. 

AAP/EEO Statement  
 
Peak Toolworks is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline. All of our employment processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic. In addition, it is the policy of Peak Toolworks to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.  

For more information about reasonable accommodation please speak with someone on our HR Team. 

Other Duties 
 
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.