Job description

JOB TITLE: Customer Relations Representative

DEPARTMENT: Customer Service

REPORTS TO: Customer Relations Manager

DATE: May of 2023

SUMMARY
Supports and helps drive successful attainment of BDI’s Customer Service objectives by providing product and service information, managing sales orders, return orders and customer account records, resolving service issues, facilitating the company’s sales efforts, and advancing a favorable company image in day-to-day contact with an international network of BDI dealers and other resellers, Sales Representatives and end users as a member of the Customer Service Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Service & Support

• Maintains favorable customer relations by addressing Dealer and End User questions or concerns with speed, courtesy and professionalism, primarily in writing or by telephone.
• Resolves product or service issues by clarifying the complaint and understanding customer needs; determining the cause; identifying and communicating the best correction or adjustment; following through to ensure successful resolution.
• Fields incoming End User calls and correspondence, providing pre-sales and post-sales support and service, collaborating with or re-directing consumer to BDI retailers as appropriate. Share pertinent end-user feedback with team members, including management, product development team and other BDI staff.
• Expedites and processes requests for product & parts replacement, sales materials and general information.
• Relies on and continues to develop experience and judgment to help plan and accomplish Customer Service processes, protocols and procedures in alignment with corporate objectives with an eye towards most efficient use of resources. Performs other related tasks as needed or assigned.
• Works closely with the production and design team on new and existing design efforts in order to provide insight and feedback from the retailers and end consumer point of view.

Data Entry / Records Management / Research

• Enters, acknowledges and manages life-cycle of sales orders and return orders, receives/drafts/processes correspondence, and helps fulfill Customer and End User needs to ensure satisfaction in alignment with BDI objectives, policies and protocols.
• Performs data entry, maintains customer records and uses a range of computer software, including Microsoft Office Suite and others.
• Utilizes research skills to track and trouble-shoot problems and to help develop, recommend and/or implement the most appropriate and effective solution(s).
• Helps develop or suggest process and procedural improvements in support of department goals. Performs other related tasks as needed or assigned.

QUALIFICATIONS / SKILL SET

• 5 or more years Customer Service or Account Management experience.
• High attention to detail; service oriented; inquisitive; problem-solver mentality.
• Alert and energetic demeanor; naturally adept at building close working relationships at all levels of organizations.
• Superior verbal & written communication skills; professional telephone manner.
• Very comfortable learning & using new procedures, processes and technologies.
• Computer proficient (i.e., Microsoft Office Suite); some technical ability required for researching and addressing product & freight issues.

EDUCATION
Bachelor’s degree preferred
EXPERIENCE
Minimum of 5 years of related experience or training.
LANGUAGE SKILLS
Ability to read, understand and write directions, simple reports, procedures and business correspondence in English; clear and professional telephone manner in English. Fluent in Spanish and/or French would be extremely helpful but not at all required for the position.
PHYSICAL DEMANDS
While performing the duties of this job the employee is regularly required to sit and work in an open office environment for moderate to long periods of time (i.e., an 8-hour workday). Work from home option may also be available. Our business hours are Monday-Friday from 8:00am-4:30pm.

May attend 1-2 tradeshows annually---approx 3-7 days at a time, sometimes over weekends---requiring walking/standing much of each day, mainly within company exhibit area in support of company’s sales, marketing and relationship development efforts.
WORK ENVIRONMENT and ENVIRONMENTAL CONDITIONS
Combination of Standard office/ work from home environment; overnight travel for trade exhibitions 1-2 times a year.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Chantilly, VA 20151: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Chantilly, VA 20151

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