Customer Service Representative

Customer Service Specialists act as support resources for ISCO projects and our customers by expertly facilitating the business cycle from opportunity through fulfillment while maintaining mutually beneficial relationships in accordance with ISCO’s core values so that high levels of Customer Service, Sales, and Gross Profit are achieved.

• Prepare and submit quotations based on customer’s inquiry and specifications.
• Determine Pricing strategy either alone or in conjunction with Team Leader, Outside Sales partner, and/or Management
• Determine sourcing strategies which align customer needs with internal objectives
• Determine logistical requirements and alternatives and assist as needed with execution
• Prepare and/or provide technical documents in relation to customer application
• Follow up with customers to ensure quote has been received and ask for feedback.
• Process transactions within an assigned customer group or geography with the objective of increasing customer service, sales, and gross profit and within quality standards.
• Utilize ISCO business systems to process transactions to company standard
• Utilize approved Customer Resource Management (CRM) tool in daily activities
• Manage Projects
• Act as primary liaison between Customers, Outside Sales, various support departments at ISCO, and vendors
• Ensure appropriate actions are taken to ensure excellent customer experience
• Manage timely communication by monitoring and utilizing phone, e-mail, text, or other company approved tools
• Provide customer requested information including but not limited to, tracking information, invoice copies, proof of delivery, etc.
• Monitor commitments to customers to ensure changes and or problems are handled proactively
• Communicate with multiple departments internally to facilitate the bid process and provide a comprehensive list of materials for sales
• Compile, track, and interpret data to determine win/loss ratio and identify potential areas of improvement
• Participate in continuous learning opportunities such as trade shows, site visits, webinars, etc.
• Participate in Sales Meetings and continuous learning programs as required
• Assist with general phone coverage as needed
• Ensure compliance with ISCO’s Quality objectives and standards
• Perform all other duties as assigned or requested for the position