Customer Service Representative

Job Description

Job Description

Electronic Entry Distributors

Who we are :

• Electronic Entry Distributors (EED) is one of the oldest and most trusted names in the wholesale distribution of access control products;
• including gate automation, telephone entry systems, perimeter security devices and most importantly, customer service. We have grown exponentially over the past ten years and continue to have a need for creative, results driven people in several locations and various positions;

including warehouse, delivery, inside sales, Branch Managers and Regional Sales Managers.

Originally founded in 1972, and currently family owned by Arbee, Inc.; EED has Branches in seven strategically positioned locations supplying installing dealers in all 50 states, Canada and the Caribbean.

We offer a comprehensive inventory of industry recognized brand name products from all of the leading manufacturers. Additionally, we have a team of Regional Sales Managers assigned to assist our industry with the design, specification, sales and installation of these products.

EED’s professional staff has over 150 years of combined experience in the electronic access control industry, including a number of CAGOI certified technicians.

We offer our customers an all-inclusive inventory of products and systems in all locations to insure prompt and complete delivery of what our customers need to complete their projects on time.

We offer our colleagues a very competitive compensation / benefits plan, industry recognized training and an opportunity to become the best they can be.

It’s not just a job, it is a rewarding career opportunity.

Job Description, Accountabilities, Duties and Tasks

Job Title : Customer Service Representative

Reports To : Branch Manager

Position Description : This job is an inside sales position requiring strong communication skills; verbal and written, computer competency as to data entry and operating system utilization and the ability to perform all tasks associated with the order fulfillment process.

Maintain existing business.

Primary Accountabilities :

• Promptly respond to customer requests for price quotes, inventory availability and product features / benefits and technical / installation information.
• Work diligently to achieve the Branch / Region sales and profitability objectives, including accounts receivable control and inventory management.
• Maintain a neat, orderly, and professional personal appearance as well as that of the Branch, working space, showroom, and other designated areas of the facility.
• Attend vendor sponsored and company training sessions to achieve a solid and continually improving level of product, application, installation, and general industry knowledge.

Duties and Tasks :

• Answer telephone calls, e-mails and fax requests in a prompt, polite and consistently professional manner.
• Utilize the computer operating system to provide pricing and inventory availability information to the customer.
• Promptly enter quotes into the system and consistently follow up with the customer to turn these into sale orders / invoices, including the processing of payment method.
• Review quotes in the system daily. Delete any quotes for which the customer no longer needs. Save and rename any quote that may be needed in the future for a specific customer price reference.
• Provide the necessary order processing support for picking, packing, and shipping the order according to the customer’s requirements.
• When necessary, schedule and coordinate the shipping of orders via UPS, truck, FEDEX or other appropriate means.
• Follow up with customers on delinquent / past due invoices providing any information necessary to secure prompt payment.
• Provide customers with requested product / technical information based upon personal knowledge or additional support from other EED personnel or vendor technical groups.
• Clean and maintain the office, showroom, warehouse, restrooms, and any other designated areas daily.
• Review system data base / information to satisfy daily and weekly reporting requests from management, calls, quotes, sales, administration requirements, etc.
• Provide back-up support to all positions and processes within the order fulfillment process, including the warehouse product picking, packing, and shipping and delivery and receiving functions.
• Promptly process all product returns (RMA’s) in accordance with company and vendor policies.
• Periodically conduct product / inventory cycle counts and report results to Branch Manager, Logistics Manager and Operations Manager as requested.
• Participate in various company vendor and industry associated events, trade shows, exhibits, customer group functions, etc.
• Attend company and vendor sponsored training programs on a regular basis.
• Conduct oneself in accordance with the policies and procedures as designated in the Company Employee Handbook.

Performance Standards :

• Company, Region, and Branch monthly, quarterly, and annual sales and gross profit objectives.
• Inventory turns.
• Branch operating expenses.
• Order fulfillment.
• Customer satisfaction.

Additional Daily Duties required for branch operations.

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