Customer Service Representative in Clinton, New Jersey

Kramer

Who are we?

Kramer is a leading player and pioneer in the audio-visual industry. Our product and solutions power creativity, collaboration, and engagement.

At Kramer, we make award-winning, innovative, and reliable audio-visual hardware, software, and cloud-based solutions. We believe that technology can amplify the human experience and help people reach their potential.

Enterprise companies, schools, universities, governments, and military end-users trust and rely upon our technologies in more than 100 countries across six continents worldwide.

From AVSM to advanced cloud-based communication, collaboration and control solutions, Kramer creates audio visual experiences that are more engaging, more inclusive and more connected than ever before.

About the role

We are looking for a talented and experienced Customer Service Representative to join our growing team! This position will be based in and regularly work out of the Clinton, NJ office. The Customer Service Representative develops sound relationships with new and existing business partners by providing extraordinary customer service. The primary functions of this role includes order entry, answering customer inquiries, creating formal quotations, as well as general problem solving and works directly with the regional sales manager for the assigned territory.

What will your job look like?

  • Accepts in-bound calls and emails, create new accounts, provide basic support, and answer product and pricing inquiries.

  • Enters and verifies customer purchase orders into the order entry system, ensuring all data is accurate, and send confirmation to the customer, noting any backordered items where needed.

  • Responds to emails to address customer quotation requests, product information or other inquiries/ issues and provide timely and complete resolution for the customer.

  • Works closely with RSMs, Product Managers, and Technical Department on complicated requests/ orders to demonstrate a complete solution for the customer.

  • Regularly follows up on purchase orders submitted that require revisions, and any backordered items at least once weekly, and offer solutions to backorders whenever possible.

  • Assists in maintaining the customer database and ensure customer accounts are in good standing.

  • Creates RMS authorizations.

  • Develops and maintains a working knowledge of Kramer products and technology.

  • Provides leadership to others through example and sharing of knowledge and skill.

  • Follows-up on customer leads, as needed.

Requirements:

  • High School Diploma or GED

  • Minimum 2 years’ experience in a similar role. Customer service background is required, professional office environment, preferred.

  • Ability to handle multiple competing high-priority tasks, seamlessly moving between accounts and open items.

  • Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

  • Must have strong interpersonal skills, can operate in a team environment, communicate tactfully, and enjoys problem solving and the customer service role.

  • The position requires the ability to maintain professionalism in high-stress interactions with customers, diffuse situations effectively, act with a high degree of empathy, and seek an action-driven resolution.

  • Experience using Salesforce, CRM or other similar platforms and proficiency with Microsoft Office Suite (Email, Excel, Word, PowerPoint).

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