CSR I
Company: ES OPCO USA LLC
Location: Orlando
Posted on: May 26, 2023
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Job Description:
Primary Purpose:
Handles all customer service activities including order taking,
handling orders from end to end, providing a single point of
contact to provide a consistent customer experience, coordinating
order fulfillment, providing necessary information to customer, and
problem resolution. Assists in building profitable sales by
enhancing customer satisfaction and confidence. Also, as
appropriate, suggests order changes/additions based on customer
buying patterns and gathers market intelligence. Assist operations
department.
The information contained in this description has been designed to
indicate the general nature and level of work performed by
employees within this classification. It is not designed to contain
or be interpreted as a comprehensive inventory of all duties,
responsibilities and qualifications required of employees assigned
to this job.
Specific Duties and Responsibilities:
Routine: Find an equivalent product or alternate size or source to
meet customer delivery requirement on time. Inform customers of
back-order situations and delivery deviations.
Difficult: Resolve problems for dissatisfied customers so that the
confidence in Veseris is restored.
Decision-Making Authority
Entry Requirements
The above information on this description has been designed to
indicate the general nature and level of work performed by
employees within this classification. It is not designed to contain
or be interpreted as a comprehensive inventory of all duties,
responsibilities and qualifications required of employees assigned
to this job.
The Skills Matrix outlines the behaviors necessary to move to the
next CSR level. The employee must have demonstrated the ability to
master the behaviors of the CSR I level before promotion and have a
minimum of two years in the CSR I position.
Functional Area
CSR I
Required Behaviors
Teamwork
Ability to interact effectively with all co-workers.
Contributes to positive work environment.
Sales Support
Provides timely responses to inquiries from sales team.
Ability to identify possible cross sales and up sell opportunities
and begin sales conversations with customers.
Demonstrates basic product, market, and competitive knowledge and
begins initial research into customer requests.
Understands the basics of the forecasting system and successfully
enters product forecasts or communicates the forecasting needs to
the appropriate person.
Customer Relationships
Provides effective and consistent customer experiences.
Actively listens and gathers information to help resolve customer
issues satisfactorily.
Demonstrates an approachable demeanor.
Takes ownership of customer issues.
Communication Skills
Ability to communicate effectively using the skills of questioning,
acknowledging, and confirming.
Ability to provide information in an accurate, complete, and
understandable manner.
Maintains confidentiality.
Communicates in a respectful manner with co-workers, customers, and
suppliers.
Regulatory/Market/
Competitive Knowledge
Maintains current and up-to-date records for regulatory
requirements including RUPs.
Ability to identify Specialty Markets and corresponding
products.
Basic general awareness of competitive distributors in their
specific market.
Problem Solving/ Decision-Making
Identifies problems and asks for assistance and advice.
Ability to make basic decisions based on normal business
situations.
Personal Development
Seeks to learn from others and shares knowledge.
Interactions with Other Departments
Knows the basic communication channels and contacts for conveying
and obtaining information.
Knows the basic procedures and protocols for inter-departmental
cooperation.
Leadership
Demonstrates basic leadership skills.
Administration
Knows the basic reporting and administrative tasks of the
role.
Keywords: ES OPCO USA LLC, Orlando , CSR I, Other , Orlando, Florida
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