Customer Service Representative
Posted on Mar 6, 2020 by Kent Adhesive Products Company
Kent Adhesive Products Company (KAPCO) is a growing company in Kent Ohio.
KAPCO is a custom coater and converter of flexible pressure-sensitive materials. Founded in 1974 in Kent, Ohio, KAPCO is an innovative business that continues to define higher standards for adhesive applications. All of the company's operations are located in a modern 120,000-square-foot facility.
Handles incoming Products calls, process orders, sample requests, reviews/released web orders and update CRM with customer information. Encourages customers and prospects to buy or try additional products
ESSENTIAL DUTIES AND RESPONSIBILITIES
Responds to customer needs quickly in a friendly, positive way.
Speaks with customers over the phone receiving and processing orders and sample requests accurately on the day they are taken.
Checks the website and graphics mailbox for inquiries and orders at least four times per day, then processes them.
Estimates date of delivery to customer, based on knowledge of own firm's production and delivery schedules.
Encourages customers to buy or try new, enhanced or additional services..
Calls customers to inform them of ship dates when back orders occur.
Updates CRM with CAS equipment and digital printing equipment.
Updates addresses, fax numbers, e-mail addresses, website addresses, general comments, and contact names/positions
Communicate and work with Graphic Shipping. Library Shipping and Warehouse.
Check and respond to e-mail and voice mail at least every two hours.
Write up quotes for custom products which are passed to estimating, call information back to customer, enter into the system.
Have an understanding of Kapco's capabilities.
Work with accounting and billing to handle customers' needs.
Maintain a positive attitude.
Assists Graphic Products representatives with their account and communicate information regarding these accounts.
BP CSR sign up and maintain bids for Book Protection.
DESIRED MINIMUM QUALIFICATIONS
Education and Experience:
(A) Graduation from a high school or GED equivalent with specialized course work in general office practices such as business, communications or public relations, and
(B) A minimum of one (1) year of responsible related customer service or sales experience
Necessary Knowledge, Skills and Abilities:
(A) Working knowledge of customer service and sales principles and practices.
(B) Skill in operation of computer, telephone and other office equipment.
(C) ability to communicate effectively verbally; ability to listen; ability to handle stressful situations and deal successfully with difficult customers; ability to work independently and cooperatively; ability to take direction; ability to pay close attention to detail.
M-F, 9:30 AM to 6:00 PM
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$150k - $185k Annual