Sr. 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.

About the Role

Role Purpose

The Senior CSR is the initial point of contact for any job task or process clarification required within a defined area of Customer Service. Their work week being a balanced combination of the following responsibilities, conducting training, auditing procedures or processes, ensuring effective work flow, answering questions and performing the core functions within their area.  The Senior is a process expert within the department, providing critical input to ensure all daily goals are achieved.

As a Customer experience role model:

• Effectively train staff to the processes, service and core requirements of the job.
• Coach staff to support them in achieving the service expectations for their role.
• Process auditing of staff to ensure compliance with work processes are being adhered to.
• Identify and resolve department process exceptions.
• Monitor workloads within their designated area, ensuring there’s effective flow for quick, accurate and timely transactions. Resolving issues and reporting concerns to the appropriate person (manager or other departments), as well as identifying improvement opportunities and other necessary tasks to maintain workflow.
• Expertly perform the core Customer Service tasks within the department, to support the achieving of the departments purpose, productivity, quality and service goals. Around half of a shift would be dedicated to performing these core tasks within the department.
• 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

Responsibilities

• Answering incoming customer inquiries via chat and emails, to include, but not limited to, entering orders and quotes with accuracy, submitting requests, credits, routing emails as appropriate
• Proactively creating outbound emails 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 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.

Essential Skills & 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.
• 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:

• Preferred college education or equivalent combination of education and experience
• AS9120 Product Knowledge

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