Customer Service Representative

Location: Peoria IL

Position Summary:

The Customer Service Representative provides an optimum experience exceeding customer's expectation.

This role takes personal responsibility for every order to ensure that the customer's requirements are met from time of initial order receipt until the product is delivered, invoiced and the customer is satisfied.

The Customer Service Representative resolves complex or unusual requests and problems.

This role is also responsible for maintenance and enhancement of existing business and obtaining new business.

They're the front line of support for customers and they help ensure that customers are satisfied with products and services.

Primary Accountabilities (Essential Duties):


* Leading by exhibiting the Gibraltar Values.


* Maintaining a positive, empathetic, and professional attitude toward co-workers and customers always.


* Communicating with internal and external customers through various channels on order/delivery status, stock issues, change orders, and service issues.



* Process EDI as well as emailed, faxed, phoned, and written sales orders.


* Process all distribution center (BDC/RDC/FDC/MDC) order requests.


* Process and manage dot.com (CHUB) orders.


* Process daily load shipments for intercompany orders.

Coordinating with shipping department and other departments.


* Process Return Authorizations (RMAs).


* Process daily receiving, archives POD paperwork and assorted data entry.


* Keeping records of customer interactions, transactions, comments, and complaints.


* Complete National Account disputes within an approved time frame.


* Review any order problems or issues with the appropriate department(s) and help to find a suitable resolution.


* Provide prompt and efficient response and resolution to each inquiry; such inquiries or problems could involve quality, coordination of deliveries, availability of product, customer pricing and/or billing, etc.



* Maintain and distribute samples and/or marketing inventory.



* Be an expert on our product lines to provide product recommendations and technical advice to our customers.


* Support outside sales team with any customer inquiry or problem concerning their orders.


* Ensure that customers are satisfied with products or services.


* Coordinate customer's needs with other departments as required to ensure the need is met, i.e., special orders, shipping, or production instructions.


* Liaison between departments internally to provide information in response to inquiries.


* Make pro-active outside sales phone calls to prospective customers.


* Cultivate strong customer relationships to encourage trust and loyalty.


* Run, maintain, and distribute daily/monthly reports.


* Meet sales goals and objectives set by leadership.



* Assist fellow team members including customer service manager and other departments when needed.



* Participate in meet...