Decore-ative Specialties, Inc.
Job Summary:Customer Support Representative will support Decore-ative Specialties customer base in all ways, from service to sales. The CSR will provide World Class Service through the establishment of relationships with all customers in a specified sales territory and in conjunction with an outside sales representative. The ultimate goal is to provide product information, process orders, direct customers to Anytime, sell all products, follow through on any special requests and meet the customer needs as they arise.Essential Functions:Process Incoming Phone Orders:Answers all incoming customer calls from specified sales territory*Places all types of orders via the phone into the custom order entry systemIncludes No Charge ordersIncludes Rush orders – Communicate directly with production team as neededProcesses any specialty item action items for technical ordersFollow through from action item to order entry (completion)Processes all special pricing requests to the pricing teamFollow through from action item to order entry (completion)Negotiate and initiate credits as required to foster strong working relationships with customersProcesses fax\/internet orders after phones are closed for business at the end of each business day*Only applies on heavy fax days when OT is required to complete incoming ordersFirst Point of Contact:With the goal of providing World Class Service, the TSR is the first point of contact for customers in a specified sales territory. This will require a strong working knowledge of internal processes, excellent interpersonal and relationship building skills, impeccable follow up and thorough understanding of customer needs based on customer type.Introduce Decore-ative Specialties to all new customersIntroduction to decore.com (goal of aggressively converting customers to consistent Anytime users)Overview of decore.com functionalityStreamlineFAQ resourceTracking informationOrder processingAbility to create custom ordering templatesMaterial descriptionsFoil selection and cross-reference guide (melamine, HPL, edge band)Literature and account applicationsQualify new account requests to confirm legitimacy of customer typeDetermine customer’s purchasing potential based on qualifying questions:Customer typeNumber of employeesWho they purchase from todayLevel of interest in Streamline, finishing, drawer boxes, moldings, etcCredit & Customer Record Responsibilities: Ask relevant questions to qualify new customersUpdate the customer’s billing addressUpdate phone\/email contact infoPrepare customer for potential deposit on larger projectsView account standing in customer database (currently CAST Customer Live)Send request for increase when looking at the account (only if $0 balance)Ability to print invoices per customer requestKnowledge, Skill and Experience:High School diploma with 2 years of experience in Customer Service\/Sales or College GraduateComputer literate with a good understanding of MS Office programs and CRM toolsAbout Decore-ative Specialties, Inc.:National Manufacturer of custom Cabinet Door and Door Components. Decore-ative offers competitive pay, excellent benefits at the end of a 90 day probationary period, 401k with employer match plus more.
Decore-ative Specialties, Inc.