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Customer Service & Sales Rep

Date: May 13, 2019

Location: Gurnee, IL, US, 60087

Company: EBSCO Industries Inc

At Luxor, we create an innovative and forward thinking culture that our employees love, and our products reflect this. As a manufacturer of innovative workspace product solutions that are sold to the commercial, educational, industrial and other end markets, we are constantly developing functional products that are value priced. Under our Stand Up Desk Store brand, we create workspace furniture solutions that nurture a healthy and collaborative work environment.

GENERAL PURPOSE:

 

The Customer Service Representative will play a fundamental role in achieving our ambitious customer acquisition and revenue goals. In this role, you are directly responsible for making outbound sales calls, following up on perspective leads, and ensuring the optimum customer experience and satisfaction. 

 

ESSENTIAL DUTIES AND Responsibilities:

 

  • Grow the support function of the customer service team to best service customers
  • Implement steps to ensure ongoing customer satisfaction
  • Maintain weekly reporting on call and customer data.
  • Assist customers with questions related to products, shipping and orders.
  • Provide daily and/or weekly progress reports
  • Work collaboratively with the Stand Up Desk Store team to address issues
  • Develop product expertise on the existing product line and positively contribute to new product development by leveraging information from customers and competitors
  • Leverage CRM tool while benefiting from all its capabilities (customer orders, prospects, marketing tools, etc.)
  • Implement best practices focusing on improving customer satisfaction
  • Cultivate a welcoming and motivating atmosphere
  • Maintain a healthy performance score on Amazon and Magento
  • Manage the Health Dashboard, feedback and call data to make sure all KPIs are in healthy standing
  • Participate in developing training materials for team
  • Use ERP to check for inventory levels, order status and reporting.
  • Recommend continuous process improvements for customer service, order processing, and fulfillment activities to enhance the customer experience. 

 

OTHER DUTIES AND RESPONSIBILITIES:

 

As assigned

 

SKILLS AND ABILITIES REQUIRED:

 

  • Customer service experience, inside sales is a plus
  • Excellent communication and problem-solving skills
  • Demonstrated ability to evaluate and balance workloads through effective time management, prioritization, and organizational skills.
  • Ability to effectively prepare and present information and respond to questions from management, clients, and other employees of the organization.
     
    EDUCATION AND EXPERIENCE REQUIRED:
     
  • Work History Requirements:
    • Demonstrated track record of customer service and successes through eCommerce
  • Education Requirements:
    • High School Diploma

 

Computer eXPERIENCE and level of software requirements:

 

  • Proficient in Excel, PowerPoint and Word
  • Working knowledge of customer service software, databases and tools (CRM experience)
  • Intermediate experience in management, administration, and analytics for large eCommerce platforms (i.e. Magento, Shopify, Hybris, etc.)

 

Specific Knowledge, licenses, certifications REQUIRED:

 

  • None

 

SUPERVISORY RESPONSIBILITIES:

 

  • No

 

TRAINING REQUIREMENTS:

 

  • General employee training material offered  

.

PHYSICAL DEMANDS:

 

  • Ability to lift 20-30 pound boxes and product samples
  • While performing the duties of this job, the employee is frequently required to sit, talk, hear, read and requires the use of hands
  • This position does not require the use or operation of special equipment

 

PHYSICAL PROTECTIVE EQUIPMENT:

 

  • None

 

WORK ENVIRONMENT:

 

  • Usual office working conditions

This position works in a moderately noisy environment

EBSCO Industries, Inc.is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.  This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

EBSCO complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.


Nearest Major Market: Chicago

Job Segment: Customer Service Representative, Sales Rep, ERP, Customer Service, Sales, Technology

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