Customer Service Representative

DEPCO Products is a market leader in aftermarket parts specializing in the wholesale construction and agricultural equipment markets. D*rummond Equipment Parts Co *currently operates as a B-to-B business and takes great pride in providing the ultimate customer experience and standing by the motto of "Real Products, Real Support, Real Profit".

Currently, we are seeking a detail-oriented, enthusiastic individual who likes working directly with customers and can guarantee customer satisfaction with every call. Ideally, this individual needs to be able to multi-task and be flexible with the order of day-to-day duties.

Aside from the main DEPCO business, we also own and operate two outdoor storage lot locations (one being right on sight). Essentially, the customer service representative will also play a part in servicing our storage customers as well (account and billing setup, customer calls/issues, etc.).

Customer Service Job Summary

The customer service representative will be responsible for providing exceptional service to our customers by entering orders, addressing inquiries, updating accounts, resolving customer complaints or issues, and ensuring customer satisfaction across the board. The customer service representative will play a large role in supporting and serving as a direct point of contact between the customer and sales team.

Aside from duties performed under the DEPCO business, this representative will also assist in customer account setup, maintenance, and billing for our storage lot customers.

Responsibilities and Duties:

• Retrieves incoming calls in a professional and pleasant manner and is able to direct the call elsewhere to reach the appropriate channel
• Responds to customer inquiries via phone, fax, or email
• Gathers all needed information from customer and/or sales representative for orders
• Manually enters orders into Sage ERP system
• Provides accurate information on product availability, order status, shipping/freight inquiries, policies and procedures, etc.
• Processes orders, returns, and replacements/exchanges efficiently
• Maintains accurate and updated customer account information
• Investigates, troubleshoots, resolves, and responds to all customer needs and/or problems in a warm and timely fashion
• Processes payments over the phone, as necessary
• Files shipping and freight claims on lost or damaged shipments
• Performs customer setup for website access
• Ability to present customer feedback and suggest improvements or changes that will improve customer satisfaction
• Uses basic office equipment (i.e. printer, copier, scanner, etc.)
• Other duties as assigned

Qualifications/Requirements:

• High School Diploma or equivalent
• 2-5 years customer service experience
• Excellent written and verbal communications skills
• Strong interpersonal and customer service skills
• Proficiency in data entry with high attention to detail
• Excellent organizational and multi-tasking skills
• Experience in working within any MRP/ERP system
• Proficient in using customer support software, CRM systems, and Microsoft Office platforms
• Ability to think quick and strategically troubleshoot through situations, as needed
• Payment processing experience
• Order entry experience (preferred)

Join us in delivering outstanding service that makes a difference for our customers!

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• No nights

Work Location: In person

Salary : $17 - $19