Job Description
Customer Service Representative
About Kendall Group
Kendall Electric, a division of The Kendall Group seeks a talented, creative, self-motivated individual for the Customer Service Representative position. The Kendall Group is comprised of seven divisions with 75+ locations in eleven states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fittings products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.
Why The Kendall Group?
Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're that company where people stay! We're proud to say that more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you'll work alongside incredible people who care about your success.
Role Summary:
Reporting to the Inside Sales Manager, Location Manager or Territory Manager, the Customer Service Representative shall manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. The person in this role maintains positive relationships with customers by providing excellent customer service.
Exciting work you will do:
The essential duties and responsibilities of the Customer Service Representative position will consist of, but are not limited to, the following:
Maintain a positive, empathetic, and professional attitude toward customers
Respond promptly to customer inquiries
Communicate with customers and vendors through various channels
Acknowledge and resolving customer complaints
Acquire basic product knowledge to assist customers and vendors
Participate in sales and product training sessions
Process quotes in business system
Provide vendor portal assistance to customers
Maintain records of customer interactions, transactions, comments, and complaints
Communicating and coordinating with colleagues, as necessary
Perform other duties and projects as assigned
Competencies you possess:
Service Excellence
Results, Action Oriented
Accountability and Responsibility
Problem Solving
Teamwork and collaboration
What you'll need:
Work Experience: Entry Level
Education: High school diploma or GED
Computer Skills: Proficiency in Microsoft Office
Organization Skills: Excellent work ethic, good verbal, and written communication skill
Cross-functional skills: Ability to work well cross-functionally and manage multiple requests in a fast-paced environment
Communication Skills: Ability to communicate well with all levels of the organization; provide excellent internal and external customer service
Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.
Ability to see, talk and hear
Ability to sit for 8 hours a day
Physical Environment: Normal office environment
Travel: Occasional travel to branches or to business related functions such as training or seminars
Qualifications we prefer but don't require:
Work Experience: Previous customer service, preferably with a related product line; experience interfacing or supporting a direct sales force
The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state or local law.
