Customer Service Representative

Full Time

Columbus, OH, US

Summary: The Customer Service Representative (CSR) at Columbus Fasteners, a Bostwick-Braun company, will take inbound calls from customers, and present new merchandise, promotions, and all industrial product offerings including fasteners, tooling, tooling accessories, safety, MRO, and abrasive items. Resolve routine and basic problems and communicate solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow-up as needed. Uses a customer relationship application or database to record activities and research product information. This position reports to the Customer Service manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handles all calls from assigned customers and Industrial Sales Representatives in a professional and business-like manner.
• Identify customers' needs and sales opportunities, engaging in consultative selling to promote the organization's products and services.
• Effectively communicate with customers, outside sales, warehouse, accounting, and management to address inquiries, resolve issues, and provide necessary updates.
• Process credit memos to assigned customers for over-shipments, shortages, returned goods, approved price adjustments, vendor credits, and defective or damaged goods.
• Research customer back-ordered merchandise upon request.
• Expedites merchandise shipments or cancels as directed.
• Process requests for copies of invoices, credit memos, catalog pages, supplies, price lists, bills of lading, etc. for assigned customers and Industrial Sales Representatives.
• Handles inquiries regarding delivery.
• Notifies customers of delays in shipment, changes in delivery schedules, and/or abnormal shipment sizes.
• Assists others during peak workloads and absences.
• Respond to potential customers' questions and inquiries promptly, providing relevant information via email or other communication channels.
• Maintain a comprehensive knowledge of the organization's product and service offerings, ensuring accurate and up-to-date information is provided to customers.
• Explain and demonstrate product and service features to customers, highlighting their value and benefits.
• Stay informed about competing products and services, identifying opportunities to position the organization's offerings effectively.
• Upsell products and services to customers, maximizing sales opportunities and revenue generation.
• Other duties as assigned.

QUALIFICATION REQUIREMENTS:

• High school diploma or general education degree (GED); or one-year related experience and/or training; or equivalent combination of education and experience.
• Proven Success in Customer Service/Customer Facing environments.
• Knowledge of fasteners, MRO, safety equipment and tooling strong preferred.
• Strong working knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook.

OTHER SKILLS and ABILITIES:

• Exceptional communication and interpersonal skills, written and verbal communication.
• Superior time-management and organization skills.
• Ability to establish good organizational and multitasking skills with a strong attention to detail.
• Professional appearance and demeanor
• Team player.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above 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.

Benefits:

• 401(k)/ 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance
• ESOP Company Stock

ABOUT US

The Bostwick-Braun Company is a family of hardware, industrial, and specialty distribution companies directly supporting customers in 22 states. Bostwick-Braun, in its original form, was founded in 1855. For many generations, it has evolved and prospered because of the hard work, dedication, and integrity of the people who make up the company. From the top down, every person at Bostwick-Braun has a stake in its success, and everyone is empowered to react to customers’ needs. This level of personal service has been the foundation for a company that continues to grow and excel in this industry. Over the past decade, The Bostwick-Braun Company has acquired other distributors and specialty industrial companies, including Columbus Fasteners. These new “family members” were chosen with due diligence and sought out because they shared the same values and principles as the original company. They were brought under the Bostwick-Braun “umbrella” because they were determined to broaden the selection and capabilities that we were able to offer our customers.

Columbus Fasteners is a full-line distributor of fasteners, construction, and industrial supplies. We offer several advantages to our customers that make us a leader in our industry. We stock over 23,000 items in our warehouses. Our supply of fasteners, anchors, tooling, abrasives, and other construction and industrial supplies is by far the largest in the area. Fasteners tend to be inexpensive, ‘forgotten items’ until they hold up production. We can help you keep your project on schedule with our breadth and depth of stock.