Job Title: B2B Customer Service Representative
Job Summary:
We are seeking a detail-oriented and customer-focused B2B Customer Service Representative to join our team. This role involves managing client relationships, processing orders, resolving inquiries, and ensuring a seamless customer experience. The ideal candidate will have strong communication skills, a problem-solving mindset, and experience working with business clients.
Key Responsibilities:
Customer Communication & Support:
oDirectly interact with customers via telephone, electronic media, and in person.oProcess and respond to customer requests for product literature, samples, quotations, and delivery information.oAdminister and advise customers on company policies, including Cancellation/Reschedule and Warranty policies.oProvide timely communication and administrative support to meet corporate Customer Satisfaction goals.
Order & Sales Management:
oReceive, schedule, and process customer sales orders and sales order changes.oCoordinate and respond to customer requests for expedited delivery of existing orders.oProvide shipment and tracking information as requested.oReview and take appropriate action on order management reports (e.g., hold codes, price discrepancies).oProcess orders, schedule changes, applications, questionnaires, and other required documentation.
Account & Contract Management:
oMaintain up-to-date customer account records and report any changes impacting the company to the General Manager.oAccess and maintain Vanguard/Coast supplier accounts in customer portals, ensuring accurate and timely updates.oMaintain an updated listing of portal login and password information.
Financial & Quoting Support:
oWork with Accounting regarding purchase orders, payment terms, and payments when necessary.oPrepare and submit quotes and bids, gathering required information from customers and working with Supply Chain, Engineering, and Senior Management to establish pricing within margin guidelines.oMaintain the Quote Log in Dynamics CRM.
Cross-Department & Sales Support:
oCommunicate with internal departments to ensure customer requirements are met.oAssist Outside Sales Representatives with information on existing customers and leads within their assigned territory.oParticipate in Sales Account meetings, weekly Production Planning meetings, and other required company meetings.
Customer Service & Problem Resolution:
oProcess customer complaints in accordance with Vanguard/Coast’s Quality Management System.oProvide accurate and timely administrative support for corporate Customer Satisfaction goals.oPerform other customer service-related duties, including administrative and ad hoc projects, as needed.
Team Collaboration:
oMaintain a positive, proactive attitude, treating all team members with respect and dignity.
Qualifications & Skills:
•1-3 years of B2B customer service experience (preferred in manufacturing, wholesale, or distribution).•Strong verbal and written communication skills.•Proficiency in CRM systems and Microsoft Office Suite.•Ability to multitask and handle high-volume inquiries.•Experience working with supply chain, logistics, or order fulfillment is a plus.•Problem-solving skills with a proactive approach to customer support.Vanguard is an equal-opportunity organization. We recruit, employ, train, compensate and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.At Vanguard, we are committed to fostering an inclusive, accessible environment, where all employees are valued and supported.
If you are a candidate with a disability and need an accommodation to complete the application process, please contact Denise Hunter at dhunter@bicronusa.com Include your full name and the best way to reach you, along with the accommodation needed to assist you with the application process.
42000 To 55000 (USD) Hourly
