Customer Service Representative, E-Commerce

• Managing incoming calls and customer service inquiries.
• Gather and prepare all information for pricing review in a timely manner for new and existing customers prior to orders being entered.
• Process all orders in an efficient and timely manner within 48 hours.
• Managing the stock tray inventory for all customers.
• Identifying and assessing customer’s needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Handle customer requests/complaints/issues by seeking appropriate solutions and communicating them within a reasonable amount of time.  Follow up to ensure resolution.
• Adding and maintaining customer information in ERP’s database.
• Provide support for all internal customers, including gathering information for them and resolving their issues.
• Keep records of customer interactions and file documents.
• Take the extra mile to engage customers.
• Assist in answering phones.
• Backup for the Purchasing Department.
• Add specs to the ERP system.
• Other duties as assigned by management.

Essential Functions (Essential/secondary functions that support the primary responsibilities)

• Managing incoming calls and customer service inquiries.
• Gather and prepare all information for pricing review in a timely manner for new and existing customers prior to orders being entered.
• Process all orders in an efficient and timely manner within 48 hours.
• Managing the stock tray inventory for all customers.
• Identifying and assessing customer’s needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Handle customer requests/complaints/issues by seeking appropriate solutions and communicating them within a reasonable amount of time.  Follow up to ensure resolution.
• Adding and maintaining customer information in ERP’s database.
• Provide support for all internal customers, including gathering information for them and resolving their issues.
• Keep records of customer interactions and file documents.
• Take the extra mile to engage customers.
• Assist in answering phones.
• Backup for the Purchasing Department.
• Add specs to the ERP system.
• Other duties as assigned by management.

Educational/Training Requirements/Experience (What your background should look like)

• High School Diploma or Equivalent.

Minimum Skills, Knowledge & Ability Requirements

• Proven customer support experience.
• Strong phone contact handling skills and active listening.
• Familiarity with ERP systems and CRM practices.
• Customer orientation and ability to respond to different types of characters.
• Excellent communication skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Ability to work in a hybrid workplace setting, with the majority of time spent working on-site in SupplyOne’s Newtown Square, PA, office.

SupplyOne Core Values (Behaviors and values that are essential to be successful in our environment):

• People First - Fosters culture that prioritizes trust and respect, focuses on well-being, growth, and development of employees, emphasizes collaboration and honest, open, and direct communication, is accountable for actions.
• Unique Customer Solutions - Listens to customers and under