Customer Service Representative

Job Summary: The Customer Service Representative for the Inside Sales Department will sell

and provide guidance about products needed by customers and OEM manufacturers in various

markets. Telephone, email, and limited walk-in correspondence is mandatory.

Duties/ Responsibilities:

The primary focus of this position is to support and partner with Sales, Purchasing and Production

Departments. As a CSR your responsibility is to maintain the relationship and communication on

a highly professional level with customers and management. This role operates as the conduit for

our internal and external communication between the customer and our company. This role must

understand the flow of the entire production process and work closely with both the Production

Manager and Quality Control Manger. The Customer Service Rep is considered a critical member

of the production team and providing outstanding and timely service is paramount.

-Develops and maintains relationships with potential and customers in the gasket, insulation,

tape, and adhesive fields.

 Interacts directly with customers via telephone, email, fax, or in person to provide support and

information on products or services.

 Owns status of customer orders through the entire manufacturing process and communicates

status to customers as appropriate.

 Works closely with the entire team to ensure that the quality of the finished product meets the

standards of excellence displayed in all XTO Incorporated products.

 Applies knowledge of the field and product features to match products to the needs of

customers. Becomes educated about gaskets, including the design, material, and fabrications

to best assist customers.

 Answers inquiries from clients concerning products, their uses, and the industry at large.

 Provides information, quotes, credit terms, and other bid specifications to customers.

 Facilitates the negotiation of prices, terms of sales, and/or service agreements; prepares

contracts and submits orders.

 Ability to prepare detailed and accurate invoicing for the ordered product.

 Arranges shipping in a timely, cost-effective manner.

 Fields customer questions and complaints; when the issue is beyond the representative's

knowledge, forwards to the assigned specialist or other appropriate staff.

 Ensures that appropriate actions are taken to resolve customers' problems and concerns.

 Collaborates with purchasing and production departments, managers, and other staff to confirm

that orders are processed with accuracy and efficiency and that products are provided properly.

Maintains customer accounts and records of customer interactions with details of inquiries,

complaints, or comments.

 Maintains all customer and sales related filing.

 Expert at managing multiple priorities, experienced in assessing timeline challenges and

resolute in solving potential time delays.

 Conforms to the company's culture of quality, service, and continuous improvement, while

taking personal responsibility for own actions and treating fellow employees, customers, and

vendors respectfully and ethically.

 Committed to XTO's quality policy, strives to do their best in following XTO's quality

standards and at all times provides exceptional customer service to both internal and external

customers.

 Follows all company and OSHA Safety regulations; works in a safe manner and uses personal

protective equipment as instructed; reinforces housekeeping and XTO's core values.

 Efficient with time and task completion, working smarter and not harder.

 Maintains list of pending and completed responsibilities and checklists as needed.

 Seeks out work and assignments when caught up on workload by asking Management.

 Maintains a clean, neat, clutter-free, and organized work area.

 Performs other duties as assigned.

Required Skills/ Abilities:

-Superior communication skills both verbal and written.

 Ability to work independently or under the direction of others.

 Strong Proficiency in Microsoft Outlook, Word, Excel, and Data Bases.

 Able to multitask and work in a fast-paced environment.

 Excellent verbal and written communication skills.

 Excellent sales and negotiation skills.

 Takes ownership and accountability of actions with customer while representing XTO in the

most professional and ethical way.

 A passion for collaborating with people and offering empathetic support with a positive

attitude.

 Engage with clients in a friendly and professional manner while actively listening to their

concerns.

 Offer support and creative solutions to customers in accordance with the company's customer

service policies.

 The ability to gain a thorough understanding of products to be sold.

 Excellent organizational skills with a strong attention to detail.

 Superb problem-solving skills. Ability to resolve conflict quickly and efficiently by offering

creative ideas and solving concerns.

 Solid math skills to produce accurate and viable quoting/pricing for company with customer.

Proven ability to successfully multi-task.

 Proven ability to thrive in a fast-paced environment.

 Proven ability to build and maintain successful relationships with customers.

 Proficient with Microsoft Office Suite or related software.

Required Competencies:

1. Integrity & Ethics – Is consistently honest, trustworthy, and dependable. Shows good moral

judgement which builds trust with co-workers, customers, supplies, and our community.

1. Customer Focused (Customer Driven) – Identifies and prioritizes our customer needs and

recognizes constraints. Seeks to find out more about customers to provide better service,

deliver sound solutions, reliability, and delivers on commitments. Adopts professional

approach to customers.

1. Job – Knowledge, Comprehension, Quantity and Quality - The extent to which the

employee: (1) possesses specific skills, knowledge and abilities required to competently

perform the job (2) acquires new knowledge and skills as necessary to perform the job (3)

utilizes appropriate resources (people, skills, services) to accomplish objectives (4) follows

company procedures (5) accomplishes assigned work of a specified quantity within a specified

time period maintaining quality.

1. Attitude, Engagement, Attendance & Reliability - Employee is positive, cooperative, and

maintains a good disposition. Employee is engaged and takes pride in their work. The extent

to which the employee works their schedule consistently, shows up on time and does not call

in excessively or takes unpaid time off.

1. Teamwork – Works together and collaborates effectively with co-workers toward a common

goal/vision. Has ability to convey information in a professional, precise, and easy-to understand

manner for others. Ability to build and maintain relationships.

1. Responsibility – Strives for on-going continuous improvements of products, services or

processes and looks for ways to enhance the business's operations. This includes suggesting

ideas to improve efficiencies, evaluating current processes, and finding opportunities to cut

unproductive work. Includes: Champion Role, Commitment to Quality Policy, OSHA Safety

Regulations, & ISO compliance.

Result-Oriented, Organized, Detailed, & Thorough – Effectively manages time, prioritizes

workload/responsibilities, optimally utilizes resources, and concentrates on the

result/deadlines to achieve greater results. Able to pick up and assimilate relevant information

quickly and easily in a demanding, fast-paced environment. Maintains a clean, neat, clutter-free,

and organized work area. Focuses on all the needed crucial details, proofreads and double

checks work, and promptly revises and fixes mistakes as informed.

1. Flexibility/Adaptability - Actively seeks to learn new things on own their initiative. Responds

positively to change and adapts to new situations quickly. Able to take on a diverse range of

Customer Service Representative JD Page | 4 July 2024

tasks equally effectively. Ability to be flexible and adapt without overly stressing. Seeks out

work and assignments when caught up on workload by asking Management.

Education and Experience :

 Associate's or Bachelor's degree in Business or related field is preferred for future

advancement.

 Minimum 5 years' experience in Customer Service and/or Sales preferred.

 Customer Service and Sales experience within the Manufacturing Environment is strongly

preferred.

 Must have a current valid NY driver's license and submit a copy to Human Resources prior to

driving for business purposes and/or a company vehicle.