CSR Quality Assurance Analyst

Be part of a growing, successful company in an exciting and challenging field. Border States is 100% employee-owned, which means you’re empowered to make decisions, find solutions and receive rewards for your hard work.
 
This position will be located in: Arlington, VA  

 

Job Summary

The Customer Service Representative (CSR) Quality Assurance Analyst montors, evaluates, and improves quality processes to ensure products and services meet established standards. This position analyzes data, identifies trends, and recommends actionable solutions to enhance performance and customer satisfaction. 

Responsibilities

Essential Functions

• Evaluates orders placed for opportunities for improvement. 
• Reviews larger quotes of $2,000 or more, or when needed, to ensure the best possible pricing is applied. 
• Consults with department leadership on risk assessment of quotes list. 
• Consults with Customer service Representatives (CSRs) and Branch Managers to ensure accuracy of orders and to uncover opportunities for value adds.
• Utilizes and continuously develops product and application knowledge and industry best practices to develop solutions to meet customer needs. 
• Assists the sales team with providing value to customers through the sourcing of materials. 
• Collaborates with department leadership to enhance and grow relationships with customers and suppliers through frequent, meaningful communication. 
• Utilizes reports and customer order issues to uncover key areas for improvement and to recapture and secure customer relationships. 
• Acts as a liaison between sales and purchasing.
• Evaluates margin loads based on market conditions.
• Works with leadership to negotiate lower pricing with vendors. 
• Provides consistent and timely follow-up on customer inquiries and order status. 

Non-essential Functions

• Assists with and provides training as needed. 
• Seeks out and challenges the organization to find other vendor offerings.
• Attends sales and product meetings, trade shows and technical training programs, as needed.  
• May input TCCM cost savings documentation relevant to the assigned customer base.
• Participates in and advises sales management on the implementation and success of marketing plans and strategies. 
• Performs other duties as assigned by supervisor or other designate.

Qualifications

• Two-year business/trade degree preferred or the equivalent in work experience.  
• 3+ years of prior customer service, city desk or sales experience.
• 3+ years of prior electrical distribution experience preferred.
• Technical ability to understand electrical systems 
• Working knowledge of PC for Windows, Microsoft Office. (Excel, Word, and PowerPoint), Internet, and Email
• Working knowledge of SAP software preferred.

Skills and Abilities

• Excellent customer service skills include being competent, accurate, responsive, and engaged.
• Excellent interpersonal, written, and verbal communication, reading, and customer service skills.
• Ability to effectively plan and organize.  
• Acts as an agent of change. 

Physical Requirements

Frequency at which you would carry/lift in a typical day:
Occasionally 0 – 33% Frequently 34 – 66% Continuously: 67 – 100%

• Lift from Waist:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Lift from Floor:
  • < than 10 lbs. - Frequently
  • 10 to 25 lbs. - Frequently
  • 26 to 50 lbs. - Occasionally
  • 51 to 75 lbs. - Occasionally
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Carried for Distance:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all

Physical Activity

Frequency at which you would do the following in a typical day:

• Sitting (a continuous period of being seated) - Continuously
• Standing (for sustained periods of time) - Frequently
• Walking (moving about on foot to accomplish tasks) - Frequently
• Bending/stooping (downward and forward) - Occasionally
• Crawling (moving about on hands and knees or hands and feet) - Not at all
• Climbing/Walking Stairs (asc