Customer Service Rep

About RS Group 

 Across the industrial design, manufacturing, and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses. 

We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience. 

We are one team. We deliver brilliantly. We do the right thing. We make every day better. 

These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people. 

Together, we can make great things happen. Aim for amazing and beyond.  

Global Shared Business Services supports customers in and outside of the business through centralization of support functions, process improvement, and service delivery. We work together, as a team, to ensure that business functions smoothly and customers are satisfied. 

About the role 

Role Purpose 

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 RS. 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. a sentence or two as a high-level summary of the overall role purpose. 

Responsibilities 

 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 

How I make a difference in this role 

Apply customer service experience, operate with passion and focus on best serving customers through delivering timely, helpful support and assisting in process execution and improvement. 

Org Structure  

Customer Service Manager 

Customer Service Supervisor 

Customer Service Representative 

Candidate Requirements 

Essential Skills & Experience 

• High school diploma or general education degree (GED) and one-two years related experience and/or training, or equivalent combination of education and experience.  

• Role is bilingual english/spanish in both verbal and written communication. 

• 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 Skills & Experience 

• Preferred college education or equivalent combination of education and experience. 

• College diploma in related field 

• Industry experience in manufacturing, distribution, automation 

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