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

• N/A

Direct Reports

• N/A