Customer Sales & Service Representative

Position Summary

A Customer Sales & Service Representative (CSSR) is responsible for establishing and maintaining profitable relationships with customers on behalf of Applied by taking personal and complete responsibility for each customer contact and by ensuring that customer requirements are met while pursuing the interest of the Company. The CSSR is an integral part of the Applied sales team and interacts with Applied’s customers by providing them with information to address inquiries regarding products and services.

Responsibilities/Duties

• Professionally handle requests from customers to ensure that issues are resolved promptly and thoroughly.
• Requests are received via phone, email, fax, EDI, walk in customers and as communicated by Applied sales associates.
• Recommend and source the most profitable products, utilizing internal inventory first, supplier inventory as an alternate option, to meet or improve upon the customer required dates.
• Proactive review of open customer orders and pending quotes to ensure on time responses shipments, and conversion of quotes to orders.
• Communicate disruptions in service levels, approval requests, corrective actions needed, customer feedback and preventative actions to Service Center management.
• Maintain a balance between company policy and customer benefit in decision making.
• Handles issues in the best interest of both Applied and Customers.
• Maximize profit by working with suppliers to gain additional chargebacks, recommending the most profitable product offerings.
• Support pricing and margin improvement efforts by communicating opportunities with management, adopt and utilize methods that will reduce overrides, promote most profitable options to our customers, and recover freight expenses.
• Gain and utilize product knowledge and expertise to assist customers with product selections and coordinate supplier engineering support to drive the sales process.
• Responsible for personal investment in gaining proficiency in our systems, product training, adoption of company initiatives and tools and overall continuous career development.
• Continuously identify and evaluate process improvements that positively impact the Customer’s experience by using Customer Feedback, Supplier Nonconformance, and On Time and Error Free forms and metrics.
• Perform warehouse functions including pulling and packing product, receiving, cycle counting, stock put away and delivery of product.
• Provides emergency and after hours services as scheduled.
• Provide backup support to other associates within the Service Center as necessary along with necessary along with other duties assigned by management

Founded in 1923, Applied Industrial Technologies (NYSE: AIT) is a leading value-added distributor and technical solutions provider of industrial motion, fluid power, flow control, automation technologies, and related maintenance supplies. Our leading brands, specialized services, and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi-channel capabilities that provide choice, convenience, and expertise.