Customer Service Representative

Radiodetection is a diverse team of unique individuals who all make an impact.

This position delivers a high level of inside sales/customer service and responsiveness to our full range of customers. The role is located in our office in Kearneysville, WV supporting our Radiodetection customers. Responsibilities include, but are not limited to, being part of a coordinated team that focuses on understanding customer needs, ensuring customer satisfaction, providing timely responses and supporting all customer service functions. Our customer service team encourages revenue growth through helping partners and customers with general inquiries, sales quotes, and orders, as well as supporting any questions, complaints, and providing information about our products and services.

While each day brings new opportunities at Radiodetection, your core responsibilities will be:

• Supporting customers through telephone, web, and email inquiries (managing shared inbox)
• Accurate and timely process of customer sales orders in our ERP system, including coordination of freight/custom forms, and other customer service related requests and processes
• Creating new customer accounts and contact records; responsible for maintaining accurate records
• Coordinating credit applications and tax documents (if applicable) with our finance department
• Primary support required to follow customer inquiries through the sales process (including post sale follow-up as needed) to ensure customers are satisfied
• Conduct GAN export compliance screening for international customer quotes and orders
• Responsible for sales and aftermarket sales focused customer service functions; such as processing sales and service quotations and orders
• Generate invoices for products, parts, repair services sold to customers
• Generate pro-forma and commercial invoices for international sales and shipments
• Track shipments and report status updates to customers
• Diligent and proactive communication and coordination between immediate supervisors, operations/manufacturing, service, shipping, finance, sales team, and customers
• Support challenges raised by increases in demand or tight lead-times
• Identify and support implementation of improvements to role and customer service team
• Enhance sales & lead generation through customer surveys, database optimization and maintaining up-to-date customer records and reference lists
• Enter, distribute, and help manage sales leads in Microsoft Dynamics (CRM)
• Manage aspects of CRM (contacts lists and customer data base) to support company's sales efforts, including direct communication with dealers, distributors, and users of equipment
• Any other duties as assigned

We each bring something to the table, and we are looking for someone who has:

• Attention to detail
• Experience in data entry, invoicing and shipping documentation
• Accurate records/file maintenance
• Excellent customer relations and support skills
• Excellent communication and teamwork skills
• Experience with MS Office programs (Word, Access, Excel, Power Point, Outlook)
• Ability to directly support customer requests and questions (online and telephone support)
• Ability to prioritize and work unsupervised
• Meeting sales (and other) targets as defined by annual KPIs
• Report on KPIs and identify shortfalls to management, as soon as they are apparent
• Timely entry and accuracy of information entered in ERP system
• Timely response to all incoming inquiries
• Timeliness and quality of all customer service functions
• Adherence to customer service processes and procedures

Preferred:

• Some database experience & experience with AES and/or ACE programs for international shipments
• Experience with import/export regulations and documentation
• Experience with ERP/financial systems; IFS; Microsoft Dynamics CRM

• High School Diploma or equivalent; degree preferred

• 3-5 years of customer service experience, preferably in manufacturing environment
• Excellent interpersonal, organization, and communication skills (both verbal and written)
• Able to multitask in a fast paced environment
• Self-directed and able to function independently
• Driven to support day to day functions and proactively seeking opportunities to support team members
• Adaptable to new computer and software technologies
• Aptitude and history of identifying and solving business problems