Customer Service Representative ( CSR ) - Inside Sales

American Wood Fibers
Columbia, MD
Jan 22, 2022
Jan 29, 2022
Full Time
American Wood Fibers (AWF), a rapidly growing manufacturer of consumer and industrial products sold to other manufacturers and to pet, agricultural and home heating markets, seeks a Customer Service Representative ( CSR ) based at our Columbia, MD Corporate Headquarters. AWF manufactures at 11 locations spanning the nation, has 400+ employees, and generates over $100M in annual sales revenue.The Customer Service Representative (CSR) will coordinate customer orders from purchase order (PO) receipt to delivery by developing relationships with customer logistics teams, carriers and vendors.Key Responsibilities of the Customer Service Representative ( CSR ): Interacting with customers and vendors via phone and email, providing top notch customer service in a business-to-business (B2B) sales support environmentWorks closely with Account Managers in managing customer's orders, shipments and inventory.Accurately enters orders and communicates shipment details with customers, internal and external production, and shipping teams.Develops relationships with existing customers to secure repeat orders.Documents all customer interactions and history in Customer Relationship Management (CRM) database on a daily basis.Manages multiple Excel spreadsheets and other Microsoft office programs.Monitors and addresses open orders that might be in jeopardy of not meeting OTIF compliance standards.Works closely with multiple plant personnel to ensure orders are scheduled appropriately.Clearly communicates updates to internal sales leadership and customer contacts in a timely mannerProspecting and/or qualifying new leads to assist with sales campaign activities.Engage in inside sales for seasonal items.Upselling AWF products to customer base.Occasional cold-calling to help promote AWF products.Requirement for the Customer Service Representative ( CSR ): Bachelor's Degree preferred or equivalent combination of education, training and experience in a customer service position.5 years (B2B) customer/sales service related experience preferred.Ability to perform in a fast-paced environment with rapidly changing priorities and competing deadlines.High degree of initiative and independent execution.Ability to evaluate alternatives in order to make the best overall decisions based on KPI performance metrics, service requirements, freight needs, economical factors, customer relations and driver availability.Proficient in MS Office. Excel skillset must be at a high level.Accurate data entry skills.Professional phone manner and effective written communications skills.Detail oriented and able to handle multiple priorities.For consideration: AWF is a tobacco free environment. We offer a competitive package to include health, dental, vision and life insurance, plus profit bonus, paid time off and matching 401(k).AWF is an EEO employer.Job Type: Full-timePay: $19.00 - $22.00 per hourBenefits:401(k)401(k) matchingDental insuranceDisability insuranceEmployee assistance programFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offPaid trainingProfit sharingTuition reimbursementVision insuranceSchedule:8 hour shiftDay shiftMonday to FridaySupplemental Pay:Bonus payAbility to commute/relocate:Columbia, MD 21046: Reliably commute or planning to relocate before starting work (Required)Education:Bachelor's (Required)Experience:Customer Service: 3 years (Required)Microsoft Excel: 3 years (Required)Data entry: 3 years (Preferred)EDI: 5 years (Preferred)Work Location: One location