Senior Customer Service Specialist
Are you 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 the Senior Customer Service Specialist for our E-Commerce division BuyMBS.com, the online store of Modern Builders Supply, a few of your responsibilities will include:
- Managing team priorities
- Training of team members
- Handling supervisory calls
- Documenting customer communication into CRM as well as proper follow-up on orders to manage tracking information, product returns, and filing claims for damaged product
- Proactive phone calls to potential customers
Successful candidates must be work oriented, have initiative, ambition, and the drive to lead.
Essential Functions of Position:
Senior –
- Managing the priorities of the Customer Service team’s daily tasks; ensuring tasks are completed accurately and in a timely manner
- Training all new team members in the established customer service processes
- Identifying and addressing gaps in knowledge or training
- Handling customer service escalations as acting supervisor
- Communicating issues and providing possible solutions with E-Commerce Manager, vendors, and shipping department to avoid issues from escalating
- Maintaining financing programs and following up on sales leads
Customer Service –
- Answer incoming calls and emails in an efficient manner
- Identify 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
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 them
- Review industry related literature to gain an understanding of the various markets, potential customers, market direction, and competitors
Knowledge, Skills, and Abilities:
Knowledge of:
- Company policies, procedures, and overall mission and vision
- 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 with an emphasis toward customer satisfaction
- Detail oriented and works with a high degree of accuracy
- Efficient problem-solving
- Time management with the ability to focus on multiple issues
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
- Previous management or supervisory experience preferred
- Degree in Sales or Marketing a plus
- Building products/roofing industry a plus
Why Join Team MBS
- Competitive wages
- Medical, dental, vision, disability insurance, and life insurance
- 401k with Company match
- Paid vacation, personal time, holidays
- Employee discount
- Hours: M-F 7:30 AM - 4:00 PM