Customer Service Rep II
What You Will Get To Do
The Customer Service Representative (CSR) provides exceptional customer service to all CRL customers. Through the detailed understanding of all CRL products the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect and Loyalty to best serve the customer. In addition, resolves products and service problems, processes orders and serves as an ambassador (customer advocate) between customers and CRL.
Job Responsibilities
Providing domestic and export quotes to customers and converting quotes to orders
Meet or exceed SLA for quote turn around for Core Product Group
Maintain broad knowledge of Core Product Group products to offer customer
Create a sense of urgency to lead our customer to release quotes to order in a timely manner for CRL to meet the project's critical path.
Responsible for updating notes on any open quotes and orders that are not resolved within the business day on a consistent daily basis.
Manage requests with use of the following:
Exercise discretion and independent judgment during the business process:
Qualifying
Quoting (Export or Domestic)
Closing
Converting (Project Managing)
Effectively maintain communication with CRL customers during all business process stages.
Maintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails.
What We Are Looking For
High School diploma or equivalent, Associates Degree preferred but not required
Ability to work at a fast pace and stay current with all inquiries and follow up tasks
Knowledge of general pricing and margins applied and negotiating skills
General understanding of glass systems
Effective navigation of CRL’s web site and business software to retrieve product and business transaction information
Must be organized and have the ability to prioritize effectively
Must have excellent customer service skills; Ability to exercise tact and discretion, and good self-expression
Demonstrate critical thinking and independent thinking skills to anticipate and resolve issues
Position Pay Range
$24—$25 USD