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Customer Service Representative

MHS Industrial Supply
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Who we are: We are a full-line, full-service industrial/commercial distributor that has been serving the Mansfield and surrounding areas for 80 years.
What we do: Our industrious team will keep operations running smoothly by supplying the products and solutions they need, when they need them. With more than 5,000 manufacturers available, we can satisfy virtually every MRO need. We offer services such as on-site consulting, free delivery, same day delivery, tool repair, sales samples, and vendor support. But most importantly, we understand that customer service is paramount. We will get to know you and your business so you receive the personalized service and support you deserve.
How we are different: We have an obsessive drive to satisfy our customers' needs; it’s why we are still here in our 80th year. With so many big box stores and online giants to compete against, we wouldn't stand a chance if we didn't go that extra mile. But what makes us unique is that we truly enjoy building relationships with our customers. It's not for show, it's at the heart of our mission and purpose.
About the position: We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Responsibilities
  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and goals
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
Skills
  • Proven customer support experience or experience as a client service representative
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Possess the ability to communicate with customers in a variety of ways (in person, digitally or on the phone)
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to effectively use Microsoft Office applications
  • Ability to multi-task, prioritize, and manage time effectively
  • High school degree
Job Type: Full-time
Pay: $13.00 - $15.00 per hour
Benefits:
  • 401(k)
  • 401(k) matching
  • Disability insurance
  • Employee discount
  • Health insurance
  • Life insurance
  • Paid time off
  • Parental leave
  • Retirement plan
Schedule:
  • 8 hour shift
  • Day shift
  • Monday to Friday
Supplemental Pay:
  • Bonus pay
Experience:
  • customer service: 1 year (Preferred)
Education:
  • High school or equivalent (Required)
Work Location:
  • One location
Communication method(s) used:
  • Email
  • Phone
  • Chat
  • In person
Job Duties:
  • Answer incoming customer inquiries
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Record customer information within our customer service database
  • Engage with clients in a friendly and professional manner while actively listening to their concerns
  • Offer support and solutions to customers in accordance with the company's customer service policies
  • Other duties as requested
This Job Is Ideal for Someone Who Is:
  • Dependable -- more reliable than spontaneous
  • People-oriented -- enjoys interacting with people and working on group projects
  • Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
  • Detail-oriented -- would rather focus on the details of work than the bigger picture
This Job Is:
  • A job for which military experienced candidates are encouraged to apply
  • A “Fair Chance” job (you or the employer follow Fair Chance hiring practices when performing background checks)
  • A good fit for applicants with gaps in their resume, or who have been out of the workforce for the past 6 months or more
  • A good job for someone just entering the workforce or returning to the workforce with limited experience and education
  • A job for which all ages, including older job seekers, are encouraged to apply
  • Open to applicants who do not have a college diploma
  • A job for which people with disabilities are encouraged to apply