HM Cragg
  • Minneapolis, MN, USA
  • Full Time

Position Overview:
The Customer Service Representative (Equipment) will be the first point of contact for customers and will act as the order interface between the customers and the company. The CSR will provide customer support as it relates to order entry, order inquiries, shipping information, product information, customer pricing, and be the go to person for all post-order questions and issues.

Reporting Relationship: The Customer Service Representative reports to the Controller


Responsibilities/Accountabilities:
Adhere to and reinforce customer service policies and procedures
Perform daily operations including order entry, order inquiry, collections, and customer inquiries
Tracking and reporting of relevant data to determine customer service outputs and other business results
Strengthen customer relationships through demonstrating excellent customer service skills
Assist outside and inside sales team as needed; this may include lead generation, offering product upgrades, or providing training to customers on the Insider
Handle customer complaints; escalate as appropriate
Plan and prioritize collection tasks
Ensure compliance with sales tax procedures
Understand and adhere to customer pricing levels
Maintain CRM database information
Support front office as backup with answering phones
Perform other duties and projects as assigned

Skills/Knowledge:
Excellent communication and interpersonal skills
Customer service focus
Excellent listening and problem-solving skills
Excellent planning and organizing skills
Previous experience working with generators preferred
Patience, confidence, and tact while dealing with complex issues
Ability to quickly adapt to changes in priority
Ability to work independently

Personal Attributes:
Demonstrates honesty and integrity in work and relationships
Demonstrates servant leadership principles with internal and external customers
Demonstrates innovation/creativity in work
Possesses strong work ethic and takes ownership of both company and client goals/objectives
Focused on understanding, meeting and exceeding customer expectations
Focused on collaboration and team work for the mutual success of the company and its employees

Travel Expectations: Limited travel

Posting Qualifications:
2 year or 4 year degree or equivalent work experience
2-4 years customer service experience
Knowledge of customer service principles and practices
Experience with SAGE 100 or similar ERP system
Proficient in using Microsoft Suite of products including Excel, Word and PowerPoint.
Proven written and oral presentation skills
CRM software experience

HM Cragg
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