CSR I

Job Type Full-timeDescriptionPrimary Purpose:Handles all customer service activities including order taking, handling orders from end to end, providing a single point of contact to provide a consistent customer experience, coordinating order fulfillment, providing necessary information to customer, and problem resolution. Assists in building profitable sales by enhancing customer satisfaction and confidence. Also, as appropriate, suggests order changesadditions based on customer buying patterns and gathers market intelligence. Assist operations department.The information contained in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Specific Duties and Responsibilities:Processes customer ordersEnters live orders online in real time.Enters electronic, paper, and manual orders online in real time.Recommends increases in size of order and delivery expectations.Quotes prices according to uniform pricing strategy and current market pricing.Tracks order exceptions and maintains as needed.Enters direct vendor to customer orders.Develops solutions to customer needs opportunitiesEvaluates needsopportunities and matches them with Veseris' productsservices and promotes monthly product promotions.Is resourceful: considers full range of options to find a creative solution and makes decisions to resolve the situation.Establishes communication with designated Operations, Sales, MPU and Credit contacts to ensure timely responses to fulfillment issues. Builds and sustains long-term customer partnershipsMakes the business relationship mutually beneficialCultivates rapport with customerResponsive to customer needs (return messages, timely follow-through)Maintains up-to-date information on customers (contacts, products, requirements, etc.)Fulfil customer's expectations with realistic commitmentsServes as a resource to customers by sharing useful information (regulations, safety, product knowledge, market trends, pricing)Satisfies customer requests for product, pricing, order information, and samplesActively maintains and services all customersWith input of Management, participates in joint sales calls with sales representative as neededRecognizes and responds to newadditional opportunities at existing customersDisplays effective interpersonal and communication skills (internal external)Delivers information in terms customers and associates understandAchieves mutual understanding by summarizing and reviewing ordersActively listensCommunicates in a professional manner both verbally and in written formResponds in a timely manner to customer tasksrequests and confirms completion when appropriate Demonstrates knowledge of VeserisUnderstands Mission, Vision, Guiding Values, The Veseris EdgeUnderstands policies and proceduresIdentifies people in the organization who can provide customer with requested informationDemonstrates understanding of Veseris' products and services and quality process Teamwork: collaborates with team membersSeeks good communication and cooperation within Veseris' organizationCoordinates all routine aspects of customer orders, requests, inquiries, and shipmentsIdentifies and uses internal resources as needed to complete tasksIs receptive flexible adaptable to changeKnows our go-to-market strategies and works with assigned team to implement and align these strategies with yearly (team) goals Understands about local competitors and their services and communicates any market changes Resolves problems nonconformances quickly (internal external)Uncovers and verifies problems nonconformancesProbes for all details on expressed concernsPersists until all causes are identified and assists in resolutionDevelops and presets solutions quicklyAnticipates potential problems and proactively works to avoid them Understands customer's businessKnows industry needs and trendsResponds to specific customer requirementsParticipates in educational opportunities to expand industry knowledge (Supplier webinars, ProTraining, Recertification meetings, etc.) Processes all administrative tasksCompletes all paperwork, reports, and administrative tasks in a timely, complete, and accurate manner. Understands and adheres to local, state, and federal regulatory requirements policies guidelines Adheres to all operational safety protocols and policiesCompletes all required safety trainings and documentationParticipates in Spot It & Stop It programFollows all safety protocols when operating equipment (electricgasmanual) Problem SolvingRoutine: Find an equivalent product or alternate size or source to meet customer delivery requirement on time. Inform customers of back-order situations and delivery deviations.Difficult: Resolve problems for dissatisfied customers so that the confidence in Veseris is restored.Decision-Making AuthorityPrice quotes within established guidelinesResolves customer problemsRequirementsSpecialized KnowledgeSkills:Entry RequirementsCommunication and active listening skillsTelephone skillsKnowledge of Veseris products, services, and the industries we serveProblem-solvingAbility to prioritize and multi-taskKeyboarding and basic PC skillsGeneral knowledge of Microsoft softwareGeneral knowledge of math skills pertaining to volume conversions and pricing Ability to work independently andor in a team environmentFace-to-Face customer service EducationTraining:Bachelor's degree, or equivalent experience, preferred, and demonstrated performance of appropriate entry level skills.High school diploma Physical DemandsEnvironmental Conditions:Sitting for extended periods of timePotential exposure to hazardous substancesHigh stress levelVarious roles depending on location type: HUB, stand-a-lone, number of CSRsMay need to lifthandle up to 50LB consistently to meet daily location requirementsExposure to heat and cold temperatures if working in a warehouse Append Skills MatrixThe above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The Skills Matrix outlines the behaviors necessary to move to the next CSR level. The employee must have demonstrated the ability to master the behaviors of the CSR I level before promotion and have a minimum of two years in the CSR I position.Functional Area CSR IRequired BehaviorsTeamwork Ability to interact effectively with all co-workers.Contributes to positive work environment.Sales Support Provides timely responses to inquiries from sales team.Ability to identify possible cross sales and up sell opportunities and begin sales conversations with customers.Demonstrates basic product, market, and competitive knowledge and begins initial research into customer requests.Understands the basics of the forecasting system and successfully enters product forecasts or communicates the forecasting needs to the appropriate person. Customer Relationships Provides effective and consistent customer experiences.Actively listens and gathers information to help resolve customer issues satisfactorily.Demonstrates an approachable demeanor.Takes ownership of customer munication Skills Ability to communicate effectively using the skills of questioning, acknowledging, and confirming.Ability to provide information in an accurate, complete, and understandable manner.Maintains municates in a respectful manner with co-workers, customers, and suppliers.RegulatoryMarketCompetitive Knowledge Maintains current and up-to-date records for regulatory requirements including RUPs.Ability to identify Specialty Markets and corresponding products.Basic general awareness of competitive distributors in their specific market.Problem Solving Decision-Making Identifies problems and asks for assistance and advice.Ability to make basic decisions based on normal business situations.Personal Development Seeks to learn from others and shares teractions with Other Departments Knows the basic communication channels and contacts for conveying and obtaining information. Knows the basic procedures and protocols for inter-departmental cooperation.Leadership Demonstrates basic leadership skills.Administration Knows the basic reporting and administrative tasks of the role.

Created: 2025-02-27