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Customer Service Representative

The Customer Service Representative (CSR) provides administrative support to their assigned sales team managers. The CSR is an integral part of the sales organization in every aspect of the sales cycle, resolves any issues within the sales cycle to ensure customer satisfaction and communicates effectively with both the sales team and the customer. Primary duties and responsibilities are as follows:
o Sales Order Entry
o ACT Database Entry/Microsoft Outlook Public Folders
o Obtain Freight Quotations
o Order Tracking
o Resolves Customer Issues
o Coordinate return orders (i.e. buybacks, empty cylinders, etc) this includes
o Compiling and mailing shipping documents
o Coordinating freight for shipment pick-ups
o Researches Cylinder Deposit Credits
o Handles Paperwork for New Accounts
? Handle Refrigerant Buyback Paperwork and Results

Goals/Objectives:
o Follow each order through the entire sales cycle until it is complete.
o Record information in the ACT database and in Public Folders so the account managers know where each transaction is within the sales cycle.
o Resolve any customer issues that arise
o Track orders and provide customers and account managers with information
o Make courtesy calls to customers who have open cylinders deposits to encourage them to send them back for credit
o Research where cylinder deposit credits should be applied
o Work with customers in the event of defective product (i.e. leakers etc.) to resolve the matter and issue credit.
Area of Emphasis:
The Customer Service Representative will work in the assigned areas of the country that are covered by their respective sales managers.
Qualifications:
o Excellent communication skills both written and verbal.
o Ability to build and maintain good relationships with customers.
o Strong work ethics.
o Must be customer focused and Internet literate.
o A clear and articulate voice when speaking over the phone
o Previous customer service experience is preferred

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