Customer Service Representative / Account Manager

Duratrack • Full-time • Des Plaines, IL, United States • 12m ago

Job Description

Duratrack is a heart centered and high performing steel fabricator. At Duratrack, we provide our customers with certainty and value, while empowering our employees to feel seen, heard, and appreciated!

Job Description:

As a Customer Service Rep at Duratrack, you will play a key role in building relationships with our customers and serve as the voice of the customer with Duratrack personnel. The ideal candidate is a high energy, results oriented person who enjoys helping others.

Main Responsibilities:

Customer Service
1. Answer incoming phone calls, respond to e-mails and faxes.
2. Respond to customer verbal requests or written correspondence to accurately enter orders in Duratrack's computer system.
3. Quote price and availability for made-to-order, stocked and new products using computer program and information provided from Master Planner.
4. Research technical specs, when necessary, to help customers create an order.
5. Answer customer questions on order status, expediting, etc.
6. Process customer order changes and return requests.
Build Relationships
1. Use effective listening and questioning techniques to accurately understand customer needs and preferences.
2. Serve as the "voice of the customer" with Master Planner, Engineering and Shipping Department to provide timely response to customer needs.
3. Listen to and help resolve customer concerns regarding service, products, or personnel.
4. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
5. Monitor customer satisfaction via metrics, surveys and conversations.
Support Sales
1. Generate new sales opportunities with our customers then work with sales and engineering personnel to convert to orders.
2. Forward leads from prospects to sales then work with sales and engineering personnel to convert to orders.
Logistics / Transportation
1. Communicatespecial customer shipping requests.
2. Contact carrieror customer representative to make arrangements and to issue instructions for shipping and delivery of goods in accordance with customer requirements.
3. Generate export documentation, as needed, for export shipments.
Other
1. Additional work as assigned by management.