Customer Service Representative

Since 1948 Follett Products, LLC has led the industry in designing and manufacturing high quality, innovative ice storage bins, ice storage and transport systems, ice machines, ice and water dispensers, ice and beverage dispensers, and medical-grade refrigerators and freezers for the foodservice and healthcare industries.

Follett is actively searching for a Customer Service Representative to join our Team!

The Customer Service Representative creates and maintains customer satisfaction by building and maintaining customer relationships; assisting customers through extensive telephone contact and email communication; providing product, promotional, and problem-solving information utilizing technical understanding of products; taking and administering customer orders; and providing after-sales support.

Responsibilities:

• Promote the sale of equipment by furnishing information on products, pricing, policies, and deliveries; calculating and preparing quotations; forwarding sales leads to appropriate field sales personnel; verbal or written follow-up with customers to ensure Follett specification.
• Process customer orders. Ensure appropriate product and on-time delivery by clarifying order information; verifying product availability; inputting the order; working with production and planning personnel as necessary; tracking delayed orders; resolving or facilitating the resolution of problems.
• Optimize meeting customer needs by probing for application information, providing consultation on capacity, size, features, dimensional constraints, etc.
• Resolve product, service, or customer problems and complaints by clarifying the customer’s complaint or concern; determining the cause of the problem; personally, resolving the problem or referring to others for resolution; expediting the correction or adjustment; coordinating returns; generating credits; following up to ensure resolution; and notifying management.
• Maintain technical and professional knowledge by attending training, workshops, and trade shows; and reviewing publications.
• Work remotely with minimal distraction or in an office setting. Much of this position will be remote work after initial in-person training.

Requirements:

• Associates degree in business/office related field or equivalent experience.
• Detailed-oriented customer service experience, manufacturing environment experience a plus.
• Demonstrated use of strong math skills.
• Demonstrated experience problem solving to meet customer needs.
• Proficiency using Microsoft Office products with strong organizational skills.
• Excellent written, oral communication, and listening skills.

If this excites you, then Follett is where you will want to continue your career. Submit your most recent resume.

Follett Products, LLC is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants.