Customer Service Representative

Description

About Merchants Metals

We’re one of the largest manufacturers and distributors of fence systems in North America. With 35 distribution center locations, four manufacturing facilities, and a 60-year legacy of providing quality fencing and accessories, Merchants Metals continues to be the contractor and architect choice for excellence. Our complete line of products includes perimeter security solutions for industrial, commercial, and residential applications.

Why Join the Merchants Metals Team?

Our core values are in seven basic principles: Safety, Integrity, Accountability, Passion, Transparency, Empowerment, and Teamwork. Our employees are part of a culture that values and promotes personal growth and development. We understand that to be a market leader, we must be committed not only to our products but also to our people. We are committed to growing our employees and want our people to feel their time with Merchants Metals is an investment in their future. It’s our talent that helps make Merchants Metals the first name in fence solutions.

Position Summary:

The Customer Service Representative is responsible for providing customer interface and provides a variety of services, solutions, support, and information in a manner that builds trust, confidence, and long-term business. The customer service representative is the primary internal customer point of contact for service, information regarding products, and customer complaints.

ESSENTIAL JOB FUNCTIONS, DUTIES, AND RESPONSIBILITIES:

• Primary owner of day-to-day relationship with high-volume B-2-B customers, ensuring timely and accurate fulfillment of orders. Coordinates all activities with those particular clients with their assigned sales representatives and keeps sales reps abreast of any issues, opportunities, and developments.
• Tracks and manages larger, multi-service-center orders with multiple SKUs and multiple delivery points over several dates. Advocates for the customer to internal operations leaders.
• Consult with customers to provide information about products or services, cancel accounts, or obtain details of complaints.
• Prepare quotes, promote solutions and services, process orders, arrange deliveries, invoicing, and process product returns. Acts as an internal sales representative to smaller customers.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Interacts with prospects to identify appropriate contacts, and qualify and drive leads through the sales pipeline.
• Suggest new or additional services or products to customers based on their needs; identify and close additional purchases of products and services by customers' communities.
• Prospects qualify and generate sales within the company’s established trading partners. Responds to requests for bid, and develops relationships such that Merchants Metals is informed about upcoming RFBs timely.
• Remains knowledgeable and up-to-date on changes and developments in the company’s B2B infrastructures.

Requirements

• 1-3 years of relevant experience.
• Proven customer support experience in a large-scale B-2-B environment.
• Ability to adapt/respond to multiple priorities with a calm and professional demeanor.
• Excellent communication skills, including phone etiquette and active listening, and excellent note-taking.
• The proven willingness and ability to rapidly and thoroughly learn new software, such as Microsoft products, ERP, and company-specific technology tools. Confident in one’s ability to continuously evolve with the role.

REQUIRED EDUCATION/CERTIFICATION:

• High School Diploma
• A two-year degree is strongly preferred
• Project management experience and/or certification strongly preferred

We’ve got you covered.

Merchant Metals employees give a lot, and we offer benefits that fit their needs. We provide industry-leading coverage and benefits to our people and their qualified family members, including:

• Medical, Dental, and Vision coverage for Employees, Spouses, Dependents &/or entire Family
• Company Paid Life Insurance and Short/Long-Term Disability Insurance
• Convenient 24/7 Doctor Visits through Live
• Health Online
• Legal Assistance via Legal Shield
• Employee Assistance Program
• Identify Theft Protection
• Access Perks – Discounts on products and services with companies nationwide.
• 401k Retirement Program with strong company match