This position is the gateway to customer engagement for the Delaney Customer Service Team. This position interacts with customers, by phone or electronically, with the duties of order entry, sales support, problem resolution, and total customer satisfaction. 

The Customer Service Representative (CSR) provides a trusted advisor relationship with his or her customers through consistent, effective communication on all customer requests and by proactively managing their customer quote to order process. The CSR maintains close attention to all details for quotations, customer purchase order requirements and all order entries. He or she can recognize emerging issues and to expeditiously address them in a complete, professional manner. The CSR is an integral part of a dynamic team whose goals are centered around proactive engagement and communication with customers. 

Duties and Responsibilities:

· Ensure that all customer pricing, delivery, quality, and order entry requests are accomplished with a sense of urgency

· Manage all customer purchase orders from order entry through expected delivery

· Provide lead generation assistance to the Business Development Team through coordinated efforts

· Daily review customer Backlog/Back Order Report reports to address and/or escalate action on delinquent or potentially delinquent orders, including timely communication with customers

· Handle customer complaints and/or material return requests efficiently and effectively, providing appropriate solutions or alternatives, and following up in a timely fashion to ensure complete resolution

· Collaborate with all internal and external resources to generate results, utilizing all available means to assist customers and to expand personal knowledge of product offerings and solutions

· Make outbound calls to follow up on quotes and to win the business

· Escalates critical or important situations concerning sales and customer activities to the appropriate manager or decision-maker

· Serve as a primary agent to the Sales queue and adheres to queue procedures, must maintain an average of 20 or more calls per day. 

· Remains knowledgeable and confident in company products and procedures and has a working ability to utilize company tools and resources to best service the customer

· Required Monthly Metric of 2500 line items per agent.

· Must maintain less than 2 Entered Incorrectly orders per month. 

· Perform other duties as required

Knowledge/Skills/Abilities:

· Intermediate level of skill in Microsoft Office, specifically in EXCEL, WORD, and OUTLOOK

· Utilization of CRM system and experience with NetSuite is preferred 

Education/Experience:

· High school diploma or equivalent required

· Utilization of CRM system and experience with NetSuite is preferred 

· Previous Call Center/Data entry experience preferred. 

Functional Requirements:

· While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer. 

· The employee must occasionally lift and/or move up to 15 pounds.