E-Commerce Customer Service
Modern Builders Supply
Toledo, OH
Full-time
Call Center / Customer Service
Posted on July 13, 2021
Position Summary:
If you are looking for a rewarding career opportunity with significant growth potential, join Team MBS - a progressive Midwest Building Products Distributor!
As a family owned and operated business, Modern Builders Supply (MBS) distributes name brand roofing, siding, windows and doors, kitchens, decking and so much more.
Twenty-six distribution centers and nearly 400,000 sq. ft. of manufacturing makes MBS the premier distributor in the Midwest with the vision to be “SIMPLY THE BEST.”
As E-Commerce Customer Service , a few of your responsibilities include but are not limited to providing excellent customer service, answering phones and emails, documenting customer communication into CRM, and conducting proactive phone calls to potential customers.
Successful candidates must be work oriented, have initiative, ambition, and a desire to learn the business from the ground up. Excellent written and verbal communication skills needed with an emphasis toward customer satisfaction.
Essential Functions of Position:
Customer Service –
- Answer incoming calls and emails in an efficient manner
- Identify and handle customer questions, concerns, and overall needs
- Provide accurate answers and solutions to customer queries
- Enter and process new orders from customers
- Maintain customer and contact data in our CRM system
- Listen and acknowledge the customer's issue and his or her concerns on getting that issue resolved in a timely manner
Sales –
- Emphasize product/service features and benefits
- Generate and develop new customer accounts to increase revenue, by proactive phone sales if necessary
- Determine what the customer is looking for and what features are most important to him or her
- Review industry related literature to gain an understanding of the various markets, potential customers, market direction, and competitors
Key Areas of Responsibility:
- Provide professional customer interaction by responding to questions and assist with ordering via phone and email
- Document interactions with customers and vendors within our CRM
- Partner with vendors for training and product information
- Follow up on orders to manage tracking information, product returns, and filing claims for damaged merchandise
- Proactively reach out to potential customers via phone and email
- Responsible for the overall customer experience while on our website
- Perform other duties as assigned
Knowledge, Skills, and Abilities:
Knowledge of:
- Company policies, procedures, and overall mission and vision
- Building products/roofing industry preferred
- Products and a basic knowledge of sales and customer service principles
Skilled in:
- Analyzing data and situations accurately with a strong attention to detail in order to develop the proper course of action needed to be taken
- Interpersonal communications by talking to others to convey information effectively and actively listening by giving full attention to what others are saying, asking appropriate questions and not interrupting at inappropriate times
- Oral and written communication
- Detail oriented and works with a high degree of accuracy
- Efficient problem-solving
- Time management
Ability to:
- Anticipate customer’s needs
- Build and maintain customer relationships
- Complete the sale
- Learn in a fast paced and friendly environment
- Work as an individual and a team on projects
Other Characteristics:
- Previous customer service or retail sales experience preferred
Why Join Team MBS
- Competitive wages
- Medical, dental, vision and life insurance
- 401k with Company match
- Paid vacation
- Plus more!