Customer Service Representative

Total Safety is looking for a Customer Service Representative III to join their safety conscious team! The Customer Service Representative III provides courteous and efficient inside sales and customer service by answering inquiries from customers regarding service, deliveries and invoicing. Takes orders by phone, fax, email and web-based systems and enters the order entry system. Ensures that customer’s expectations are met or exceeded.

Total Safety is the world's premier provider of integrated safety and compliance services and the products necessary to support them, including gas detection, respiratory protection, safety training, fire protection, compliance and inspection, industrial hygiene, onsite emergency medical treatment/paramedics, communications systems, engineered systems design, and materials management. Our Core Values are People, Safety & Wellbeing, Accountability, Responsibility, Empowerment, Honesty, Transparency, and Integrity.

Essential Duties:  
· Answers incoming calls, greets customers cordially and provides timely responses to customer inquiries related to product and service orders, delivery and pricing.
· Research price and delivery utilizing system information and confirms verbally as necessary. Calculates pricing while maintaining margin guidelines.
· Ensures all required information is obtained and that supporting documents are completed correctly.
· Takes orders by phone, fax, email and web-based systems and enters the order entry system. Clarifies customer specifications by phone, email or fax as required. Makes product and/or service recommendations based on understanding of customer needs and alternative solutions in inventory.
· Enters customer orders into system in an accurate and timely manner.
· Ensures that terms and conditions are communicated, and that required documentation is complete including letters of credit, delivery bonds, shipping and freight forwarding requirements.
· Handles customer complaints including processing returns. Assists in determining whether the product should be accepted for return and if the customer should be credited according to established sales, warranty policies and procedures. Works with accounting to ensure complete resolution of issue to ensure customer satisfaction.
· Reviews customer open order and backorder reports daily to pro-actively resolve potential issues. Contacts the customer in the event there are difficulties in filling customer order, meeting delivery time, required adjustments in pricing or other issues which may need to be addressed. Follows up with internal contacts as needed to quickly resolve the issue.
· Sets up new customer accounts according to policy and procedure.
· Enters data from various sources to maintain and update various databases and spreadsheets including tracking project costs and schedule performance. Ensures data integrity by verifying input and calculations.
· Maintains a close alliance and dialogue with the assigned Sales Account Managers to ensure that all customer needs are properly serviced. Contact with other departments or external contacts to clarify, obtain and furnish information.
· Assists others in department as necessary.

Education and Experience:
• High school diploma or GED plus additional specialized courses or associate’s degree in related field.
• A minimum of three (3) years of progressive customer service/sales experience with knowledge of customers, industry and competitive market.
• Direct internal experience with knowledge of departmental function, procedures, terminology and interrelationships preferred.
• Experience in Industrial Safety commodities and/or Rental Equipment products and services preferred.

#LI-KB