Customer Service Representatice at Gallagher Fluid Seals – East Longmeadow, Massachusetts

Overall Purpose:

Through interaction with customers, provide answers to inquiries involving products or services GFS offers. Through this interaction, enhance the level of customer satisfaction and revenue generation for GFS.

Responsibilities:

• Primary customer contact for all customer related inquiries by telephone, electronically or in person in a prompt manner.
• Process customer requests, source/negotiate with supplier, quote the customer and complete contract review and PO acceptance.
• Enter orders through P21 following established procedures in the Order Entry Module.
• Manage all customer requests utilizing all available resources including Engineering, Quality, Purchasing, and Accounting.
• Monitor and maintain consignment inventory levels for consignment program, when applicable.
• Follow up, monitor and expedite customer orders. Assist purchasing with expediting supplier orders by communicating specific details.
• Provide back-up support when required per the back-up system posted on the Intranet. Assure all customers inquiries are handled in a timely manner.
• Notify management team of any changes likely to impact the company.
• Associates are responsible for following policies and procedures within the Quality and Environmental Management System according to established Training Matrix.
• Utilizing continuous improvement efforts by supporting management initiatives and providing suggestions within the continuous improvement program.
• Manage customer accounts through accurate record keeping. Update and maintain all pertinent customer information on P21 (ERP)
• Authorize overnight freight to rectify a customer issue when warranted.
• Provide customer requested samples based on potential for sale.
• All other duties as assigned.

• Previous customer service, inside sales or related working experience.
• Experience in a technical or distribution industry a plus
• ERP Experience, preferably P21
• CRM Experience, preferably SalesForce
• Strong writing, communication, and interpersonal skills
• Attention to detail and accuracy
• Experience working both independently and, in a team-oriented, collaborative environment.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Proven analytical and problem-solving abilities.
• Demonstrate and practice GFS core values.