Apply now »

Customer Service Rep

Location: 

Fort Worth, TX, US, 76118

Brand:  Allied Electronics
Function:  Customer Services
Work Location:  Hybrid

We are RS Group.

RS Group is a global integrated omni-channel solutions partner for industrial B2B customers who design, build, and maintain industrial equipment and operations.  We are a FTSE 100 company with £2 billion in revenue, operating in 32 countries, shipping 60,000 parcels a day to over 1.2 million customers worldwide. 
Our Vision is to be first choice for all our stakeholders, and we know that starts with our people. At RS we want everyone to show up to work as themselves and know that they will be supported and encouraged to develop and grow. We want work to be a place that excites and empowers, a place where you can be passionate and challenge people to think differently.  
We want to hire the best talent, people who share our values and understand that when we act with respect and humility, we can do great things.  That’s why we’ve put our purpose at the heart of our organisation, we want to make amazing happen for a better world. We empower our people to make a difference, innovate to make more possible and deliver to make it happen. 

 

Footnote: 
RS Group Brands:  RS, Allied Electronics & Automation, RS PRO, OKdo, DesignSpark, IESA, Synovos, Needlers and Liscombe.

 

Core Purpose of My Role & What decisions I’m empowered to make

The Customer Service Representative’s core responsibility is to provide exceptional service for customers through facilitating orders and resolving issues, in a manner that continues the strong customer experience focus at Allied. The focus of the team is to add value, remove complexity in the process and ultimately free up time, enabling our Sales teams to develop and grow accounts.

As a Customer experience role model:

 

  • Championing a service excellence belief, striving to make work easy for our customers. Both internally and externally.
  • Ensuring orders are captured in line with our promise and to the highest quality standards
  • Resolving customer issues: both in the moment and working cross-functionally to close the loop and fix issues at root cause: through direct work or coordinating activity with other departments – regarding product issues, shipping problems, payment issues, and more
     

As a Digital advocate:

 

 

  • Becoming experts in navigating our websites, understanding and promoting our value add services
  • Providing help and support to customers in their online journeys: providing assistance in finding products, understanding functionality and educating on the benefits of our digital services
     

Acting Commercially :

 

 

  • Providing quote information to customers based on system data (not independent judgment).
  • Pre-qualify customers and identifying leads for further growth potential
  • Providing backup support for customer calls from Sales offices
  • Ensuring customers accounts are handled with strong governance for appropriate support


Key Deliverables for my role

 

 

  • Answering incoming customer inquiries via chat, calls and emails, to include, but not limited to, entering orders and quotes with accuracy, submitting requests, credits, routing emails and calls as appropriate
  • Proactively making outbound calls to customers as needed to serve/solve issues
  • Providing online support and assistance for customers
  • Building a good understanding of our product and service offerings
  • Committing to quality and the use and interpretation of data/reports as required in the role
     

Key opportunities for growth in this role

Key relationships for my role/Who do I need to consult with?

Work regularly requires interaction with other departments, frequently sales, and managers outside work unit to resolve mutual problems and to collaborate on work while ensuring internal satisfaction and service is maintained

Who do I need to keep informed and engage with?

Internal : Consistency of processes and experience for customers is key, therefore, remaining engaged with direct colleagues is a priority, while also keeping managers and other departments informed of concerns and successes for customers, especially Sales.

External : Follow-up with customers to provide confidence and an experience of excellence is at the foundation of what we do.

Useful Experience

Essential:

 

 

  • High school diploma or general education degree (GED) and one-two years related experience and/or training, or equivalent combination of education and experience.
  • Excellent Customer Service skills – able to demonstrate an inbuilt passion for helping customers
  • Experience of working cross-functionally and collaborating effectively with colleagues to get things done
  • Strong written/verbal communication skills
  • High attention to detail
  • Highly organized and able to multi-task and prioritize own workloads
     

Desirable:

 

 

  • Preferred college education or equivalent combination of education and experience.
  • AS9120, product knowledge
     

Equal Employment Opportunity
Allied is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of nondiscrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.

 

#LI-HYBRID


Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Apply now »