Customer Service Representative - Sales and Account Support

About Gerard Daniel Worldwide

With a legacy exceeding 70 years in wire and wire cloth products, Gerard Daniel Worldwide specializes in delivering tailored solutions alongside their sales teams and applications engineers to tackle manufacturing and supply chain issues. Their expertise extends across diverse fields such as aerospace, automotive, clean energy, pharmaceuticals, oil and gas, mining, and various industrial sectors.

Role Overview

Gerard Daniel is growing its sales team and seeks a Customer Service Representative who excels in fostering relationships, resolving challenges, and ensuring an exceptional customer experience. This role involves being the primary liaison for a designated portfolio of customers, acting as their trusted advisor and ensuring smooth internal collaboration. The position directly influences customer retention, satisfaction, and revenue growth.

Key Responsibilities

• Promptly address customer questions and requests through phone, email, and online channels.
• Establish and nurture strong client connections through proactive engagement and follow-up.
• Cultivate customer rapport to encourage loyalty, repeat business, and satisfaction.
• Generate precise and timely quotes by examining past data, pricing strategies, stock levels, and market developments.
• Convert inquiries and quotations into confirmed sales by providing pertinent information, suggesting alternatives, and promoting additional services.
• Work closely with Business Development and Management teams to ensure alignment and clear communication.
• Handle all aspects of territory support including order processing, quote generation, returns, and resolving complaints.
• Maintain detailed and accurate customer profiles in the order management system.
• Identify potential growth opportunities within the assigned territory.
• Liaise with production teams to expedite shipments and monitor lead times.
• Provide customers with timely and transparent updates regarding deliveries.
• Analyze issues related to products or services, identifying root causes and collaborating internally to resolve them.
• Perform miscellaneous administrative duties supporting team and business goals.

Ideal Candidate Attributes

• Enthusiastic about building enduring customer relationships and serving as a key contact.
• Detail-oriented, highly organized, and capable of juggling multiple priorities effectively.
• Strong communication skills, able to convey information clearly and professionally in both spoken and written forms.
• Driven by delivering high-quality service and achieving sales objectives.
• Enjoys working collaboratively across various teams.
• Proactive, resourceful, and committed to continuous learning.

Why Choose Us

• A dynamic, expanding company prioritizing customer success.
• Collaborative team culture with practical, hands-on training.
• Potential for career growth into sales or account management roles.
• Competitive pay complemented by benefits.
• Your contributions have a meaningful impact on customer loyalty and company growth.

Qualifications and Experience

• High school diploma or an equivalent qualification.
• 2 to 3 years of experience in customer service, inside sales, or similar roles.
• Minimum of 2 years using Customer Relationship Management (CRM) software effectively.
• Excellent verbal and written communication abilities.
• Strong analytical and problem-solving skills, capable of interpreting customer needs and data.
• Outstanding interpersonal skills for engaging with both internal teams and external clients.
• Ability to prioritize multiple tasks and meet strict deadlines.
• Competence in basic mathematics related to quoting, pricing, and order accuracy.
• Exceptional organizational skills and attention to detail.