The Customer Service Specialist at Sheffield Metals plays a pivotal role in realizing our strategic vision of becoming the Brand of Choice for our customers. You will collaborate closely with our outside sales, inside sales, and management teams to advocate for our customers, ensuring their needs are not just met but exceeded. Your dedication to superior customer service will enhance customer attraction and retention, setting new benchmarks in satisfaction. Additionally, you will gather and analyze market data to generate insightful reports that contribute to effective gross margin management. Working hand-in-hand with manufacturing, you will uphold operational excellence, ensuring seamless integration of customer needs and operational capabilities.
- Respond to the customer’s needs as well as inside and outside sales requests in “real time” for price quotations, order entry and placement and communicate order status to customer and outside sales
- Develop and maintain relationships with customers to ensure proper support and provide a positive customer experience to instill confidence and comfort in every transaction
- Prepare quotes, order entry, resolve queries and manage production on orders utilizing the ERP system
- Utilize the Company’s customer relationship management (CRM) system to maintain complete call records and valid customer/account information which supports increased product sales goals
- Coordinate delivery times with production and Operations Lead in order to achieve customer satisfaction when normal lead times are not adequate
- Work with production team for will call and customer pick-up activities to ensure order accuracy and an expedited yet high-level courteous experience inside and outside of the branch.
- Work with vendors to obtain information regarding pricing and specifications to complete and execute on
project deliverables - Demonstrate an expertise in collaborating with multiple functions, including sales partners, internal business partners, and acts with a sense of urgency on customer feedback
- Assist in management of both freight and warranty claims
- All other duties as assigned
