Customer Service & Quotation Leader

OVERVIEW

The Customer Service Representative (CSR) and Quotation Leader is the key day-to-day contact for all our sales and customer support activities. Assigned to a team working collaboratively to support given territories or markets, the CSR applies her excellent customer service skills and system knowledge to meet the daily needs of the customer.

KEY RESPONSIBILITIES

1.Customer Service

• Respond to customer requests for information in a timely manner.
• Answer customer telephone calls, providing technical information and addressing and resolving inquiries and problems.
• Work with the Account Manager (AM) to develop quotes.
• Expedite customer orders.

2.Sales Growth (Closure, Delivery & Follow-up)

• Summarize needs, solutions, and values for the customer.
• Working collaboratively with the Account Executive (AE) and Purchasing to prepare the quotation/bid package.
• Work collaboratively with the Business Unit Director and AE to maintain and increase sales to existing customers within assigned territory.
• Negotiate pricing, terms and delivery within Company guidelines in order to maximize sales volume and margins.
• Maintain credit as appropriate.
• Work with the AE to maintain customer data and set-up new customers in the system
• Communicate results via CRM.
• Follows up with Customer for review of IEWC's service levels. 

3.Clerical Duties

• Process customer orders and confirmations on our computer system.
• Fill requests for catalogs, samples and giveaways.
• Accuracy and completeness through all means of communication.

4.Sales Data & Support

• Ensure that orders and quotes are processed on a timely basis.
• Directly enter customer orders into the computer system as appropriate.
• Complete and maintain all required reports, paperwork, quotes, drawings, records and documentation. 
• Respond to customer requests for information, quotes, pricing, delivery, returns, billings, and complaints.
• Act as a technical resource to customers regarding all our product lines and service capabilities.
• Send out literature and samples to existing and new customers.
• Review open orders and coordinate with other departments to ensure the correct processing of and on time delivery of the Company’s products.
• Process will call and cash customers, as necessary.
• Maintain accurate and updated data within the CRM system.
• As requested, create and run sales reports and mailing lists.

5.Marketing Support

• Secure and communicate through the CRM system for growth opportunities uncovered through dialog with existing customers.

6.General Admin & Finance support for Singapore office team