Customer Service Representative 2

THE PROTECH STORY

Since 1980, ProTech has been making rugged accessories for working Class 8, Medium Duty, and Light Trucks. We employ innovative custom designers, engineers, metal fabrication craftsmen, and one of the best Customer Service teams in the nation. If you are a highly skilled, enthusiastic, and goal oriented team player, ProTech is the right place for you. We offer a competitive pay structure, full benefits, and above all else, a fun and always challenging work environment. Start a new adventure by submitting your resume to ProTech Industries today.

CSRs help the company maintain growing and profitable relationships with our customers by taking personal responsibility for each customer interaction and by ensuring that all customer requirements are completely met. CSRs work closely with the Sales and Marketing Team and are accountable for customer experience management and the delivery of timely and accurate customer order information. Ideal candidate is a dedicated truck enthusiast who understands the needs and expectations of truck owners

Effectively present and discuss the products and services of the company to current and prospective customers in a way that conveys an image of quality, integrity, and superior understanding of customer needs.
Attend to customer questions, complaints, and concerns immediately, and facilitate satisfactory resolution closely with the Manger of Customer Service.
Communicate effectively with CSR’s, Outside Sales, Production Planning, Design, and Operational Support teams to learn all aspects of CSR role and how to perform properly.
Proficiently process customer orders in a courteous, efficient, and timely manner.
Support customer sales through service, accurate order entry, education, and effective problem solving (including the involvement of level 3’s or management as needed.)
After appropriate amount of training & mentorship, execute custom orders.
Follow systems and procedures outlined in company manuals.
Maintain departmental housekeeping standards & comply with all OSHA safety requirements, work rules and regulations.
Other duties as assigned.

The CSR II’s role includes:

Serving as the face of ProTech to our customers, facilitating and guiding them through every step of the process while working with our business.
Diligent focus on exceeding our customer’s expectations and ensuring that they want to work with us again and again; delighting customers every day is the goal.
Learn proper process for accurate and timely information delivery to engineering and manufacturing teams
Contributing to a work environment that fosters pride in being part of a winning team and promotes personal growth.

Because CSR II’s are in contact with current and prospective customers every day, they are in a strong position to influence the buying decision. In order to succeed, this position requires tact, sensitivity, integrity, and professionalism.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS AND PHYSICAL DEMANDS

Standing and/or sitting for prolonged periods of time – up to 8 hours or more per day.
Appearance must represent the company image (at all times).
Occasional lifting of up to 25 lbs.
Moderate to loud noise level.
May be exposed to metal dust, tools and machinery found in a manufacturing environment.
Fast-paced environment; subject to numerous priority changes requiring ability to track, follow up and ensure customer needs are met.
This is an in-office role. Customer call hours are roughly from 6AM-5PM PST, so CSR’s must be in office to answer calls during those times for an 8 hour shift. Working from home is not permitted.

PROTECH CORE VALUES

Safety
ProTech Pride and Passion
Honesty and Integrity
Our Relationships Matter
Own and Execute