Customer Service Representative
Pulsepoint - San Francisco, CA

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Summary: The Customer Service Representative is responsible for maintaining assigned customer accounts, timely responses to customer inquiries, and satisfactory resolution of outstanding issues.

Duties and Responsibilities:
The following duties and responsibilities are representative. Other duties may be assigned.

Maintain assigned key accounts to deliver exceptional service and grow the business. *
  • Cross-sale appropriate solutions to add value to assigned customers *
  • Partner with Product Line Managers to ensure pricing and target margins. *
  • Generate and monitor trial requests to provide best-in-class service. *
  • Explore all aspects of customer need to complete product data sheet.
Respond to customer communications by phone or email to deliver exceptional customer service.

Probe customers with questions to identify and define opportunities.

Quote charges to customers for goods and services based on approved pricing structure.

Process purchase orders for delivery.

Coordinate with Scheduling, Manufacturing, Shipping, and Traffic departments to execute timely deliveries.

Work with Product Managers & Tech Support for product offering streamlining

Collect and identify order discrepancies, customer complaints, and business opportunities to resolve issues and better address challenges.

Enter, correct, and compile customer account profiles in database to track customer trends and company information.

Manage ECO (Engineering Change Order) process for new product data entry.

Provide internal stakeholders customer status updates to improve processing of customer orders.

Refer customers when necessary to Inside Sales Representatives to address additional customer needs.

Run monthly reports to track customer account status.

Report monthly sales activity and industry intelligence to Commercial teams for industry analysis.

Track departmental metrics to measure success and identify areas for improvement.

Key Competencies:
Account Planning

Customer Scorecard

Order Management

Transactional Sales Strategy

Sales Process

Bachelor’s degree from an accredited four-year institution required.

Bi-lingual (French, Spanish) preferred.

Proficiency with Microsoft Word and Microsoft Excel.

Familiarity with enterprise resource planning (ERP) systems preferred.

Proficiency with the Baan ERP system preferred.

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