Customer Service Specialist

Customer Service Specialist

The Kendall Group is comprised of eight divisions with 75+ locations in ten states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.

Why The Kendall Group?

Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're that company where people stay! We're proud to say more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you'll work alongside incredible people who care about your success.

Role Summary:

Reporting to the Operations Manager, the Customer Service Specialist is a key member of the Sales team. The person in this role maintains positive relationships with customers by providing excellent customer service. They are responsible for accurately processing customer orders and requirements, assisting customers with managing delivery expectations and product availability, freight expectations and dispute resolution.

Exciting Work You Will Do

• Process telephone orders, respond to incoming calls, faxes and e-mail messages from internal and external customers in a prompt manner
• Maintain and grow customer sales and gross profits to meet Company growth objectives
• Enter orders into Eclipse and Salesforce business systems and document all transactions in accordance with Company quality system and procedures
• Reach out to customers to follow-up on quotes and provide the feedback to our outside sales representatives
• Use Company and vendor resources to provide excellent customer service
• Initiate workable solutions for customer issues/problems and ensure effective and long-term problem resolution
• Expedite orders when necessary
• Maintain quality service by adhering to Kendall Group policies, procedures, and standards
• Perform other duties as assigned

Competencies You Possess

• Service Excellence
• Results, Action Oriented
• Accountability and Responsibility
• Understanding Others, Listening
• Problem Solving
• Teamwork and collaboration
• Priority Setting

What You’ll Need

• Work Experience: Entry Level
• Education: Associate’s degree or equivalent work experience
• Analytics/Computer Skills: Experience working with MS Office
• Organization Skills: Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving environment
• Cross-functional skills: Ability to work well cross-functionally; provides excellent internal and external customer service
• Communication Skills: Strong interpersonal communications, problem solving, organizational and written/verbal communication skills, including telephone aptitude and the ability to interface with customers, suppliers and outside sales representatives
• Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. Ability to see, talk and hear. Ability to sit for 8 hours a day.
• Physical Environment: Normal office environment

Qualifications We Prefer But Don’t Require

• Work Experience: Previous inside sales, preferably with a related product line, or with end users in an industrial or technical environment; an understanding of level, pressure, flow and temperature devices. Experience interfacing or supporting a direct sales force.
• Education: Technical degree or bachelor's degree
• Analytics/Computer Skills: Salesforce, Microsoft Dynamics or Epicor / Solar Eclipse

Key skills/competency

• Customer Service
• Order Processing
• Sales Support
• Communication Skills
• Problem Solving
• Teamwork
• Organization Skills
• MS Office Suite
• Customer Relationship Management
• Accountability