Share Position: Customer Service Representative Job Code: 5588
Location: GOJO Plaza - Akron, OH
Work Hours 8:30 a.m. to 5:00 p.m.
No direct reports
< 10% travel required
No relocation assistance
Position located at GOJO Plaza in Akron, OH
Provides service to customers through web, email and teleservice/telesales techniques. Builds, maintains and manages account relationships with manufacturing representatives, field sellers and account representatives in support of sales activities. Successfully multi-tasks and thrives on managing multiple duties at once.
Responds to inbound orders, questions and customer issues.
Cross-sells or up-sells new or additional products.
Monitors and follows up on account orders and issues.
Confers with customers to process account issues.
Uses computer programs, software, databases and tools
Gathers data from internal and external sources to expedite account issues.
Resolves customer issues through negotiation.
Documents account activity to ensure an accurate, complete and up-to-date information.
Follows policies, process and procedures.
Communicates account information/issues to Team Leader(s), Sales Management, Team Members and any other relevant parties as needed.
Initiates proactive communication to customers providing order status and probing for account issues.(Teleservice/Telesales)
Participates in CIC Campaigns.
Follows established processes for decision making.
Successfully manages up to 75 inbound calls daily.
Education and Experience Required
High School Diploma required, Bachelor’s Degree in Business or a similar field preferred
At least three (3) to five (5) years’ experience within a customer service function required
Possesses intermediate or advanced level MS Excel skills
Familiarity with some sales and marketing disciplines expected
Experience with AS400 or SAP highly desired
Experience with Salesforce.com, or similar CRM, required
Experience within a manufacturing or distribution environment a plus
Additional General/Technical Skills Required
Fast paced work; multiple priorities; performs multiple tasks; customer coverage is required; market driven work; multiple projects; must be responsive to customer needs; problem resolution is large part of role; must ensure complete, accurate information; works with diverse customer needs. Adapt to changing priorities quickly and responsively.
Problem identification and problem solving
Strong communication, both written and oral; exceptional grammar skills
Organization: maintaining a heavy workload and successfully prioritizing tasks
Phone sales techniques
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Recruiters, Search Agencies or others referring candidates to GOJO Industries, Inc. without written authorization from GOJO Industries, Inc. Human Resources will not be compensated in any way for their referral even if GOJO Industries, Inc. hires the candidate.
GOJO is an Affirmative Action/Equal Employment Employer M/F/D/V. Applicants must be lawfully authorized to work in the United States. GOJO does not seek or respond to unsolicited resumes sent electronically for positions that are not listed below.
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