Bohle|Portals
Key Accounts Customer Service Representative
Reports To: Customer Service Manager
Job Overview: The Special Customer Service Representative is responsible for maintaining excellent customer service levels for both general and key accounts.
General Tasks:
- Enters customer orders into the database.
- Answers incoming phone calls.
- Provides excellent customer service while supporting customers with any issues or requests. (Pricing, shipping status, product complaints, tracking numbers, documentation requests. etc).
- Pro-actively informs customers of back orders, delivery, delayed shipments and any other information related to orders.
- Collaborates with and supports sales representatives and helps to generate sales leads.
- Supports in distribution of marketing and literature materials.
- Performs invoicing and credit card processing.
- Communicates on a regular basis with warehouse, management, and sales reps as well as customers in a professional and courteous manner.
- Responsible for ERP database maintenance.
- RMA’s and issuing of credit notes.
- Releasing customer orders from the online shop.
· Keep records of customer interactions, process customer accounts and file documents.
· Performs any other administrative or sales support duties as assigned by management.
Key Accounts Tasks:
· Inventory allocation for orders based on customer stocking agreements, sales trends, and customer needs.
· Monitor backorders to ensure accurate lead-times for customers by working with purchasing and production on special orders and essential products.
· Enter orders and invoice via different SAPs.
· Communication with customers regarding quotes, orders, and lead-times.
· Work with the sales team on technical data, sales orders, and initiatives.
· Follow up on weekly and monthly shipments to ensure orders are being processed in a timely manner.
· Identify leads through customer emails and inbound phone calls for sales team.
· Manage blanket orders in BOIS.
Responsibilities:
· In addition to general customer service tasks the Special Customer Service Representative serves as lead point of contact for key accounts and owns the daily tasks and maintenance of those accounts.
· Handles complaints, provides appropriate solutions and alternatives within time limits for customers, and follow up to fully resolve any issues their customers experience.
· Familiarity with Bohle/Portals product lines and ability to assist with product questions.
· Identify and assess customers’ needs to achieve satisfaction.
· Build sustainable relationships and trust with customer accounts through open and interactive communication.
· Meet personal/customer service team standards, goals and call handling quotas.
· Follow company communication procedures, guidelines and policies.
· Provide accurate, valid and complete information by using the right methods/tools.
· Go the extra mile to engage customers and provide an excellent customer experience.
WHO WE ARE…
Bohle | Portals is a distributor of high quality, German Engineered products for the glazing industry. We provide high service levels for industrial cutting and hardware with availability of inventory and product expertise. We distribute products manufactured by our parent company and key partners through industry focused distributors and serve as a fulfillment center for these products. We actively focus on selling hardware products to Fabricators and Installers utilizing our focused Inside Sales team.
WHAT WE’RE LOOKING FOR
· We want a fresh and sharp mind and don´t mind if you have limited experience. Everybody started somewhere and we want help you grow into your role.
· Adaptability, flexibility and the ability to find outside-the-box solutions to customer dilemmas.
· Self-motivated, passionate, strong organizational skills, and not afraid to work out of your comfort zone.
· Excellent communication skills, soft-skills, and positive attitude.
· We work together as a team and value and support one another, you must be a team player who wants to be a part of it.
WHAT WE CAN OFFER
- Work in an international group but a small team environment
- Remote work opportunities
- Opportunity to grow with our company
- Autonomous work environment
- Competitive salaries
- Paid Vacation, Personal Days, and sick leave
- 401k with 5% match
- Health insurance & dental offered
- Company-sponsored life insurance
Job Type: Full-time
Pay: From $36,350.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
Schedule:
- Monday to Friday
Work Location: Remote
