POSITION SUMMARY: A Customer Service and Sales Customer Support Representative‘s job is primarily to assist in customer inquiries, concerns, and requests regarding products and services either by telephone and/or electronically. PRINCIPAL RESPONSIBILITIES • Serves as a direct contact for a given territory, channel or region but may also take on tasks outside of assigned area • Respond promptly to customer inquiries • Handle and resolve customer complaints • Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints • Process orders of all types • Process Warranty and Courtesy Replacement orders • Record customer calls and emails into our Customer Relationship Management (CRM) system pertaining to inquiries, comments and complaints • Record details of actions taken • Communicate and coordinate with our Internal Sales Representatives (ISR) • Communicate directly with our Manufactures Rep Agencies • Support assigned Inside Sales Team members and assist/provide back up in those efforts as a part of the function of this role • Other duties as required ESSENTIAL FUNCTIONS: • Ability to work in a team environment as well as being a self-starter of improvement projects • Exceptional verbal and written communication skills • Exceptional troubleshooting skills • Must be able to communicate effectively, both verbally and in writing • Must have the ability to work well within a business environment and the ability to multitask REQUIRED QUALIFICATIONS: Education: HS Diploma required, some college preferred Experience: • Must be proficient in Microsoft Office Programs including Word, Excel and Power Point • Experience in Business Management Software (i.e. SAP) is preferred but not require • Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners. • Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions. • Have experience and the ability to multi-task and work independently in a fast paced environment, and have strong analytical and problem solving skills. • Ability to offer prompt, effective support to warehouse, plant and corporate office environments. WORKING CONDITIONS & PHYSICAL DEMANDS • This position will be primarily in an office environment but may also include time in the warehouse, manufacturing plant and other locations. • Department is open from 6:30AM-7PM EST to accommodate service coverage for west coast. Must be able to work a regular 8 hour/ day schedule in that window. Minimal, if any, travel. • Job requires both sitting and standing and agile flexibility to move and connect equipment in various set-ups. Excellent vision, hearing, speech and motor skills are required to perform essential functions of the job.