Job Position: Customer Service Representative (CSR)
Employment Type: Full Time
Job Category: Customer Support/Client Care/Sales
Locations: Carteret, NJ
Number of Openings: 1
Duration: Permanent/Career
Approximate hours per week: 40

Salary Range: $13/ $14 / Hour

If interested, please send an e-mail to ryan.adler@us.roca.com and include a copy of your most current resume and valid references.

Successful candidates will render a variety of services to customers through application of knowledge of our organization, its services and products. Its main objective will be to provide an excellent service not only in sales, but also in the administration of the account(s). An excellent CSR must have the ability to work as a liaison between the customer, Logistics, Finance, Sales, and Operational Areas. The CSR will work cooperatively with outside sales and other members of the distribution team to grow existing customers while increasing customer satisfaction.

CSR Responsibilities:

  • Receive and process purchase orders sent by Customers
  • Quote and/or calculate the freight to be charged to the customer
  • Register the shipments and keep an accurate record of the shipments in the truck log
  • Assist showroom customers
  • Answer complaints and send replacements to customers
  • Track the shipments and provide the customers with accurate information on tracking numbers and estimated delivery dates
  • Process and apply payments to the orders
  • Check stocks
  • Resolves customer requests, questions and complaints frequently in the best possible manner, using all available resources
  • Provide product, pricing and availability quotes to customers as needed
  • Ensure follow-up for every customer order, inquiry, etc
  • To follow up on back orders
  • To follow up on orders pending to ship
  • To evaluate and assist in reconciling accounts and submit for approval debits/credits
  • To submit RMAs (Return Material Authorizations) for approval
  • To follow-up on the RMAs which have been previously submitted in order to guarantee
  • Customer satisfaction

Sales Responsibilities:

  • Generate new and repeat sales by providing product and technical information in a timely manner
  • Determine customer requirements and expectations in order to recommend specific products and solutions
  • Recommend alternate products based on cost, availability or specifications
  • Present price, credit and terms in accordance with standard procedures and customers’ profitability profiles
  • Accurately process customer transactions such as orders, quotes or returns
  • Provide accurate information regarding availability of in-stock items
  • Obtain accurate information from vendors relating to shipment dates and expected date of delivery
  • Proactively recommend items needed by customers to increase customer satisfaction and improve transaction profitability
  • Educate customers about terminology, features and benefits of products in order to improve product related sales and customer satisfaction
  • Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint
  • Fill requests for catalogs, information or samples
  • Identify trends in customer satisfaction or dissatisfaction
  • Present a professional image at all times to customers and vendors

Skills and Specifications:

  • Energy and drive to achieve goals
  • Able to work in a very multicultural, multifaceted team, dealing with people at different levels.
  • Effective time management, organization and multi-tasking skills
  • Able to promote the company’s values while supporting company goals for revenue and profitability in the territory.
  • Maintaining professionalism, diplomacy, sensitivity, and tact to portray the company in a positive manner
  • Special people skills to deal with customers and an outgoing personality
  • Very good team player and should work well under pressure
  • Flexibility and willingness to work on any other duties or projects not otherwise specified in job description
  • Experience as user in data systems such as Oracle, SAP, AS400 or similar preferred
  • High sense of empathy
  • Strong telephone skills/etiquette
  • Fluent English, basic writing and reporting skills
  • Very strong communication skills written and verbal
  • Ability to carry 40 Lbs.

Education and Qualifications:

  • High School Diploma or equivalent required. College education courses or higher education degree will surely be an advantage.
  • 1+ year(s) experience in Customer Service Functions and/or Sales. Experience in both areas preferred.