Customer Service Representative

Reports to: Customer Experience Supervisor

For over 70 years, Walter Surface Technologies has been a global leader in surface treatment technologies delivering high performance abrasives, tooling, power tools, and chemical solutions and welding process solutions specifically designed for the metal working industry. Our core philosophy is centered on helping customers work better and providing “only the best” – the best technology, the best products, the best performance, the best in safety and the best in sustainability – all geared toward increasing their productivity and profitability.

Job Summary:

The Customer Service Representative is responsible to provide excellent service and sales support to our customers. In this role, you will process orders and communicate opportunities, promotions and deliver targeted messages to increase sales and work on maintaining our existing clientele. The Customer Service Representative responds to various requests and refers them to the sales team, if needed.

Responsibilities:

• Receive and process orders received by e-mail, phone, fax or by electronic data interchange (EDI), check and track to complete the transaction with customers while ensuring that we have the right information (price, part number, configuration and description);
• Respond professionally to customer inquiries through incoming phone calls or emails
• Assist the sales team by processing their various requests;
• Promote Walter’s different products and services and identify additional sales opportunities;
• Process credit, returns as well as complaints as required and ensure that problems are resolved;
• Recommend and upsell relevant products, services, and promotions while handling customer inquiries and support requests.
• Maintain and update sales records, associated documentation, and checklists, ensuring accurate data entry into the system.
• The Customer experience representative is responsible for editing(invoicing) the shipments and ASN on a daily basis.

Knowledge, skills and abilities:

• Ability to express professionally and use proper terminology;
• Ability to communicate both verbally and in writing ;
• Ability to work independently in a team environment ;
• Energetic, organized and good time management skills;
• Good knowledge of computer software (Microsoft Office) - Word, Excel, Outlook;

Experience and Education:

• College Degree or High School diploma with extensive customer service experience.
• Minimum of three (3) years of customer service experience, preferably within an industrial based environment.