Customer Service Representative

Customer Service Representative

Company Description: ProCal Innovations (PCI) is an industry-leading manufacturer of Load Bearing Roller Assemblies, Conveying Components, and unique specialty Ancillary Products. Founded in 1986 in Alpena, Michigan, PCI has grown from a small job shop to a prominent manufacturer recognized for its premium industrial quality products. Our team is dedicated to providing innovative solutions and exceptional customer service, ensuring the satisfaction of our clients.

Job Description: As a Customer Service Representative (CSR) at ProCal Innovations, you will have primary stewardship over responding to incoming quotation requests from customers and turning those requests into purchase orders. You will enhance the customer experience through educating customers on basic product information and by assisting customers with evaluating alternate product options to maximize product life and serviceability.

Key Responsibilities:

• Engage with customers to understand their wants and needs to accurately process and deliver quotes.
• Proactively engage with customers to close the sale on quotation opportunities.
• Solicit customer feedback to uncover hurdles that prevent us from closing the sale.
• Provide concierge services when customer requests exceed personal competency or stewardship.
• Process order transactions in an effective and efficient manner.
• Educate customers on product features, benefits, and services, including stock and delivery options.
• Respond to customer requests for shipping, tracking, and special documentation.
• Support the launch of new products through proactive education.
• Collaborate with the Sales Manager on sales initiatives.

Skills Needed:

• Strong communication and interpersonal skills.
• Excellent customer service and problem-solving abilities.
• Ability to work efficiently in a fast-paced environment.
• Proficiency in customer relationship management (CRM) systems and software.

Knowledge Required:

• Understanding of basic product information and features.
• Familiarity with order processing and quotation procedures.
• Knowledge of customer service principles and practices.

Ability to Implement:

• Accurately process and deliver customer quotes.
• Educate customers on product features and benefits.
• Proactively engage with customers to close sales.
• Respond promptly to customer inquiries and requests.

Benefits:

• Competitive pay based on competency.
• 100% employer-paid health insurance and HSA for employees.
• Flexible paid time off and holidays.
• 401(k) with employer matching.
• Discretionary bonuses.

We are excited to welcome new talent to our team. If you are passionate about what you do and are looking for a dynamic and supportive work environment, we encourage you to apply. Join us and be a part of a company that values innovation, collaboration, and professional growth. We look forward to seeing how we can succeed together.