Job description
Join our Imperial Supplies team!
Imperial Supplies, a Grainger company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs.
Start your career with a company whose motto is 'People First'.
We are hiring a Customer Service Representative at our Green Bay contact center!!
- Monday - Friday
- Hybrid role
- 18 days paid time off
- 6 paid holidays
- No nights or weekends!
- Day 1 benefits including medical, dental, vision
- 6% company contribution to 401K with immediate investing
In this full time Customer Service Representative role, you will provide superior service and support directly to Imperial associates and customers. Resolve varied customer problems and inquiries including those most complex, through a variety of service channels to satisfy the needs of Imperial’s customers based on the set quality standards. Assist sales staff in meeting corporate revenue and growth objectives.
Specifically, you will:
- Provide Imperial’s customers with the best solutions; efficiently utilize available tools and resources, for accurate account verification, product selection, order entry, project requests and additional customer related items. Accountable for accurate and timely account order processing and identifying additional product add-ons to increase sales and company revenue
- Manage the returns process for all of Imperial’s customers and provide direct outbound communication to these customers regarding their returns and reshipments.
- Answer all customer inquiries including complex situations via phone, such as, price quotes, product availability, order placement, scanner troubleshooting, and returns. Confirm deliveries, complete order tracking, generate EZ Order Forms and bin labels and manage other level one project requests within the agreed upon service level. Maintain accurate and up to date customer documentation within Imperial’s database.
- Assist the sales team in meeting their revenue goals by:
- Supporting Imperial’s level two, complex customers through order entry, new product requests; cross-referencing, quoting, SharePoint etc.
- Directly communicating with specialized customers requiring a single point of contact for all inquiries.
- Providing DAA territory coverage during Sales PTO days when needed. This coverage applies to short- and long-term periods.
- For long term coverage, maintaining the DAA’s outbound call schedule as directed.
- Work collaboratively in a team-based environment to accomplish organizational and department goals. May assist in development of new team members by sharing Imperial knowledge to help them progress and grow within the team.
- Build strong relationships with internal and external customers by delivering a high level of quality service. Collaborate and communicate with other internal/external partners when needed to resolve complex customer inquiries.
- Work cross-functionally to manage and maintain the entire division move process. Demonstrate sense of urgency while displaying close attention to detail to mitigate customer impact.
- Actively participate in company initiatives and support a culture of adaptability, change management and continuous improvement by identifying and suggesting process improvements
Your background should include:
- High school diploma/GED equivalent
- Two years of Customer Service or related experience.
Imperial is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
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