Customer Service Representative

SUMMARY:

A high-energy, results-oriented sales professional providing timely support to customers, distributors, and Regional Sales Managers. Develops quotations and processes sales orders to meet customer needs. Acts as a liaison between the ZOOK Sales team and customers by providing information, service, and technical support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Processes new sales orders to deliver customer requirements.
• Prepares quotes with price and delivery.
• Opens and maintains customer accounts.
• Recommends potential products or services to meet customer needs.
• Supports the sales team with quotes, pricing, lead times, and order processing.
• Coordinates expedite requests with Operations and keeps customers and Sales informed of order status.
• Collaborates with other departments as needed to meet special requirements.
• Handles customer calls and electronic inquiries for assigned products.
• Maintains records of customer requests and interactions.
• Responds to product or service problems by understanding customer concerns, investigating causes, recommending solutions, and following up to ensure effective resolution.
• Performs other duties as assigned.

CRITICAL BEHAVIORS:

• Contribute to a professional and respectful work environment.
• Provide timely responses to internal and external customer requests.
• Communicate effectively by phone, electronically, and in person.
• Complete assigned work accurately and on time.
• Demonstrate strong teamwork, collaboration, and organizational skills. Actively listen and adapt communication style to the intended audience.
• Collaborate with others to resolve problems and drive improvements.
• Be able to understand the relationship between customers, representatives (channel partners), and the factory.

QUALIFICATIONS:

• High School Diploma or GED; Bachelor’s degree preferred.
• Minimum of 3-5 years of experience in customer service and/or inside sales or equivalent experience in a related field.
• Proficiency in Microsoft Office and ERP systems.
• Strong problem-solving and conflict resolution skills.
• Excellent time management and attention to detail with the ability to multi-task and meet critical deadlines.
• Candidates with an industrial or instrumentation background.