Customer Service Rep II

What You Will Get To Do

The Customer Service Representative (CSR) provides exceptional customer service to all CRL customers. Through the detailed understanding of all CRL products the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect and Loyalty to best serve the customer. In addition, resolves products and service problems, processes orders and serves as an ambassador (customer advocate) between customers and CRL.

Job Responsibilities

• Providing domestic and export quotes to customers and converting quotes to orders
•  Meet or exceed SLA for quote turn around for Core Product Group
•  Maintain broad knowledge of Core Product Group products to offer customer
•  Create a sense of urgency to lead our customer to release quotes to order in a timely manner for CRL to meet the project's critical path. 
•  Responsible for updating notes on any open quotes and orders that are not resolved within the business day on a consistent daily basis.
•  Manage requests with use of the following:
• Exercise discretion and independent judgment during the business process: 

  Qualifying 

  Quoting  (Export or Domestic)

  Closing  

  Converting (Project Managing) 

  Effectively maintain communication with CRL customers during all business process stages. 

  Maintain a manageable workload to not exceed 24-hour backlog on emails and returning voicemails.

What We Are Looking For

• High School diploma or equivalent, Associates Degree preferred but not required
• Ability to work at a fast pace and stay current with all inquiries and follow up tasks
• Knowledge of general pricing and margins applied and negotiating skills
• General understanding of glass systems
• Effective navigation of CRL’s web site and business software to retrieve product and business transaction information
• Must be organized and have the ability to prioritize effectively
• Must have excellent customer service skills; Ability to exercise tact and discretion, and good self-expression
• Demonstrate critical thinking and independent thinking skills to anticipate and resolve issues