Job Objective: The Customer Service Rep (Account Manager) assists in meeting the budgeted goals for profitable sales while developing customer relationships from contacts and client relationships from customers.
Responsibilities:
Customer Communication
- Confirms that all vendor confirmations exactly match our purchase order and makes any necessary adjustments to ensure 100% accuracy.
- Maintain a high awareness of incoming phone calls to assure all calls are answered promptly and professionally.
- Checks voicemail on a regular basis to ensure customers are being called back in an acceptable time frame.
- Makes certain each contact, customer or client understands that we appreciate their business.
- Evaluate the scope of a customer’s project and provide alternative products or solutions (i.e. setting materials).
- Apologizes on behalf of the company for any customer service problems and resolves in a manner that assures the relationship is improved.
- Notifies manager and documents any instance where the customer does not seem satisfied with the resolution or where the relationship appears to be damaged.
- Provides nurturing customer relationships, building service and support to our contacts, customers and clients in a manner that adds perceived value to the process.
- Processes purchase orders for any non-stock materials and notifies Sales Rep the materials have been ordered.
- Tracks all pending Purchase Orders to ensure all orders are on schedule and to update pending orders.
- Inputs and confirms all sales orders within 24 hours.
- Ensures that each invoice is priced appropriately.
- Reviews open order report daily to help manage customer service process.
- Provides backup to other Account Manager’s as needed.
- Communicates specific delivery instructions to warehouse.
- Ability to quickly find and utilize product literature and specifications (i.e. Schluter, Mapei, etc.)
Meetings
- Attends scheduled meetings and makes a positive contribution.
- Meets with manager on a regular basis to discuss pertinent customer activity.
Trinity Culture
- Caring & Responsive: Embodies a caring and responsive attitude toward customers, clients and coworkers.
- Resourceful: Fully utilizes all resources available to perform job duties and inspire surface solutions.
Qualifications:
Proficiency in Microsoft office products (word, excel, outlook, etc.) required.
Customer service phone experience required.
Experience in the flooring or construction industry highly preferred.
Benefits:
- Medical Insurance (Trinity pays 100% of your premium)
- Dental Insurance
- Vision Insurance
- Short- and Long-Term Disability
- Company paid Life Insurance
- Retirement Plan (Trinity matches dollar for dollar on the first 3% and half on the next 2% up to 5% of your salary)
- Paid Vacation and PTO
- 8 Paid Holidays
- Wellness incentive programs with gym reimbursements
- Tuition Reimbursements