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Customer Care Representative - Westborough, MA

PRIMARY PURPOSE :
Works cooperatively with customers, outside sales, and other members of the Sales team to grow existing customers, create new customers & provide high levels of customer service.
ESSENTIAL JOB FUNCTIONS :
include the following and other duties may be assigned as needed.
Answers phones (in-bound calls) in a timely manner (no more than 2 rings) to determine customer requirements and expectations in order to recommend specific products and solutions.
Interfaces with customers to take sales orders and create additional selling opportunities on the company's multiple product lines.
Answers customer questions about products and services and resolve questions and complaints.
Provides product pricing, information, process orders, and prepare tickets.
Inputs data correctly for work orders (delivery, pick-up, others, etc.
)Serves as liaison between the customer and various departments (Operations including drivers & dispatchers, Sales, etc.
)Sets up new accounts, maintains records, prepares reports and performs work processing assignments and related clerical duties.
Special/other projects as assigned by the department manager.
SUPERVISORY Responsibilities:
This position has no supervisory responsibilities.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions .
EDUCATION and/or EXPERIENCE :
High School Diploma or General Education Degree (GED) and 1-2 years experience in customer service/inside sales capacity and/or training; or equivalent combination of education and experience.
Additional requirements include:
strong understanding of the Company's equipment, products & services; excellent oral communication & listening skills; excellent planning, organizational, analytical and decision making skills; strong PC proficiency (data entry, Microsoft Office Suite, Navision, etc.
).
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, or standard operating procedures.
Ability to respond effectively to the most sensitive inquiries or complaints from customers or regulatory agencies.
MATHEMATICAL SKILLS:
Ability to calculate financial data including discounts, interest, commissions, percentages, etc.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY:
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of detailed instructions in mathematical or diagram form and deal with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGISTRATIONS:
Valid driver's license required in cases where travel off site is needed.
This position will have access to a company pool vehicle, when necessary, to travel to off site locations when necessary.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear & use hands to finger, handle, or feel.
The employee frequently is required to stand, walk, and sit.
The employee is occasionally required to reach with hands and arms.
The employee must occasionally lift and/or move between 10 to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, and color vision.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the office work environment is usually moderate.
Employee is regularly exposed to air conditioning while working indoors and hot or cold conditions when traveling to off site locations.
Employee may also sometimes be exposed to fumes or airborne particles and toxic or caustic chemicals while visiting service yards.
This position requires employee to travel as needed.


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