Experience Inc. Jobs

The position of Senior Customer Service Representative will be based out of Fresno, CA!

Summary

The Senior Customer Service Representative is responsible for providing exceptional service for customers through facilitating orders and resolving issues, in a manner that continues the strong customer experience focus. The Senior Customer Service Representative will add value, remove complexity in the process and ultimately free up time, enabling our sales team to develop and grow accounts. Will also have responsibility for jointly managing our most critical key customers.

For the state of California only, the pay range is $25.00 to $30.00 , depending upon qualifications, experience, and other considerations permitted by law.

What You’ll Do

• Assigned a specific group of accounts that have sales targets and responsibilities

• Establish, develop, and maintain excellent working relationships with customers, suppliers, and co-workers

• Project a positive, professional image of the company in all communications with customers, vendors, co-workers, and suppliers

• Perform duties in a professional manner by promptly providing accurate and thorough pricing quotations, product information, and order information

• Take ownership of customer’s requests, inquiries, and concerns promptly; follow through to customer’s satisfaction

• Act as main point of contact between customer and internal departments to ensure customer satisfaction

• Respond to all customer requests within same business day

• Process order entry information within same business day

• Ask customers pertinent questions to define expectations regarding delivery dates and price

• Suggest alternative products when a customer requested product is not available

• Take an active role in selecting, sourcing products, and providing solutions to assigned customers

• Report lost sales

• Write credits in a timely manner

• Analyze system generated reports to proactively track, expedite, and communicate to customers any changes in order promise dates

• Stay current with industry trends, products, and services; actively participate in vendor programs and courses

• Inform customers of industry events, product updates, and promotions

• Achieve overall gross margin levels established by management; profitably grow market share

• Establish proficiency in current business system and related applications

• Take lead role in vendor pricing negotiation and special pricing agreement management for assigned accounts

• Provide collection assistance for assigned accounts as required to support credit department

• Coordinate with Account Manager on strategy and relationship building for assigned accounts

• Acquire knowledge of the company’s organization, structure, product lines, and policies and procedures

• Assist counter sales, as needed

• Other duties as assigned

The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Rexel USA.

What You’ll Need

• High School or GED required

Experience

• 6+ years of relevant experience

Knowledge, Skills & Abilities

• Excellent customer service and interpersonal skills

• Ability to effectively communicate orally and in writing with customers, suppliers, and employees

• Working knowledge of Microsoft Office

• Ability to navigate and utilize online resources related to essential job duties and responsibilities

• Knowledge of basic algebra, percentages, addition, subtraction, multiplication

• Must be a self-starter with the ability to work independently and with little supervision

• Must demonstrate good time management skills

• Must possess strong planning, organizational and execution skills

• Must have the ability to set goals and meet deadlines

• Must possess excellent customer service skills

• Must demonstrate ownership of assigned responsibilities and ability to get the job done in a timely manner

• Must possess strong knowledge of electrical products

Working Conditions and 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. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Environment

• Exposed to unpleasant or disagreeable physical environment such as high noise level and/or exposure to heat and cold Occasionally – up to 20%

• Exposed to electrical hazards; risk of electrical shock Occasionally – up to 20%

• Handles or works with potentially dangerous equipment Occasionally – up to 20%

• Travels to offsite locations Occasionally – up to 20%

Physical Demands

• Sit: Must be able to remain in a stationary position Frequently – 21% to 50%

• Walk: Must be able to move about inside/outside office or work location Frequently – 21% to 50%

• Use hands to finger, handle or feel: Operates a computer and other office machinery Constantly – at least 51%

• Stoop, kneel, crouch, or crawl: Must be able to crouch down to stock shelfs, pick up boxes, or position one’s self to maintain computers in the lab/under desks/in server closet Occasionally – up to 20%

• Climb or balance: Must be able to ascend/descend on a ladder, forklift, pallet jack, or other warehouse equipment Occasionally – up to 20%

• Talk, hear, taste, smell: Must be able to use senses to; effectively communicate with co-workers and clients and detect hazardous conditions Constantly – at least 51%

Weight and Force

• Up to 10 pounds Frequently – 21% to 50%

• Up to 25 pounds Frequently – 21% to 50%

• Up to 50 pounds Occasionally – up to 20%

• Up to 75 pounds Occasionally – up to 20%

Rexel USA (A VEVRAA Federal Contractor), and its affiliated companies, is an EEO/Disabled/Veterans employer. All qualified candidates will receive consideration for employment without regard to any characteristics protected by law.