Job Summary:
The CSR Assistant Manager is responsible for providing support to the Customer Service Manager and Sales Team, providing a consistent first point of contact for clients through excellent telephone & email communications skills. Other duties may be assigned as necessary. Integrity, vision, professionalism and passion are key components of this position.
Duties and Responsibilities:
- Act as a back-up to CSR Manager
- Manage key accounts as the primary point of contact, processing orders, maintaining account reports, and managing customer relationships (added this point)
- Enter new customer data and update changes to existing accounts in the corporate database.
- Receive/Review & Input customer orders into computer system.
- Make outbound follow-up calls to existing customers via telephone and e-mail cross-sell and up-sell where product availability is limited.
- Communicate with client’s regarding direction, deliverables, and next steps
- Communicate with internal departments (purchasing, shipping, sales) of the business as necessary
- Monitor company email and other communication systems to ensure fast responses, as back-up to CSR Manager
- Work closely with the Production and Purchasing to answer any questions they may have concerning current and future orders
- Respond to customer inquiries to determine needs, provide recommendations and quotes, and assist customers with the order process. Obtain information for future contact
- Develop personal relationships while gaining a clear understanding of customer's business and requirements.
- Suggests process improvements to enhance quality, efficiency, or communication
- Follow up on pending issues/orders
- Isolate and identify areas of improvement
- Prepare and submit regular CSR, Order and Input/Call reports
- Perform all other duties as assigned
- Travel as required to key accounts and trade shows
- Attend periodic sales training where applicable.
- Perform other duties related to customer service as assigned.
Qualifications:
- Two-three years of direct work experience in a sales or telesales capacity, or an acceptable combination of education and experience.
- Demonstrated ability to communication with and assist company’s customers.
- Solid experience in pre-call planning, call control, account development, and time management.
- Strong problem identification and objection resolution skills.
- Able to build and maintain lasting relationships with customers.
- Exceptional verbal communication skills.
- Excellent listening skills.
- Strong written communication skills.
- Self-motivated, with high energy and an engaging level of enthusiasm.
- Able to perform basic calculations and mathematical figures.
- Ability to work individually and as part of a team.
- High level of integrity and work ethic.
Mental effort required to perform the job
Mental attentiveness to listen and understand; resolve issues; interface with customers, colleagues and suppliers. Cognitive effort required in decision-making and understanding the impacts of decisions. Memory recall of data and historical information. Mental and visual concentration for PC/Excel Work. Concentration in a fast paced deadline-driven environment.
Working Conditions
For the majority of the time works in a pre-assigned workstation.
Physical Requirements
Direct Reports
