Customer Service Representative - Portland, OR

Stellar believes that each employee can make a significant contribution to our success. Contributions can be within and outside of assigned responsibilities. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job Summary

We are seeking a customer service professional who has a desire to take care of people and an aptitude to learn our processes and all about the products that we sell. While not required, an interest in metalworking or industrial tools would be helpful. Days will be spent helping our customers with questions about our products, placing quotes and orders, helping with returns, and making sure that our customers have the best experience possible.

Our Customer Service Representatives provide exceptional service by email, phone, in-person, and online. They process quotes, orders, and returns through our ERP system, Prophet 21 by Epicor, answer questions, and resolve issues promptly. They quote prices and delivery specifications accurately and assist other departments such as Sales, Product Management, Solutions, etc.

Major responsibilities and expectations:

More specifically, it is the responsibility of the Customer Service Representative to:

• Address customers in a professional, courteous manner with a positive attitude and active listening
• Accurately and efficiently enter quotes, orders and returns into the ERP system (P21) while meeting or exceeding service level agreements and customer requirements
• Follow established processes for ensuring a quality Stellar Customer Experience and positive Customer Experience metric results
• Expedite all service requests with urgency and accuracy to meet or exceed customer expectations
• Work and collaborate effectively as part of your Customer Experience team, including Commercial and Specialist support individuals
• Communicate effectively and establish professional relationships with customers, suppliers and other Stellar associates
• Engage in continual learning of all Stellar service and product offerings
• Attend scheduled training sessions on product or process related content as necessary
• Understand and adhere to company policies and procedures.

REQUIRED KNOWLEDGE AND SKILLS

• Proficient in Microsoft Office programs, specifically Outlook and Excel
• Excellent written and verbal communication skills
• Ability to prioritize and multitask
• Ability to connect positively with customers and others
• Experience with ERP type computer program such as Prophet 21 is desired, but not required
• Comfortable working in a sales driven and service focused environment
• Desire to continually improve
• Strong attention to detail and follow up
• Able to work on-site at the branch on 12831 NE Whitaker Way, Portland, OR 97230

EXPERIENCE

• 2-3 years of relevant customer service or warehouse related experience
• Previous experience in customer service, sales, or other related fields is of interest, but not required.
  
  
  
  • Preference may be given to those with experience with Carbide Insert Tooling, Abrasives, Machine Shop processes, machinery, or machine tool components.
  
  
  
  

EDUCATION

• High School diploma or equivalent.

PHYSICAL DEMANDS

• Moderate physical effort that includes frequent standing, walking, maintaining arms and hands in the same position for repetitive tasks. Frequently works with light objects, and occasionally heavier objects as detailed in the Skills section.

HAZARDS

• Marginal to moderate hazards that are typically predictable or well protected against