Customer Service Representative (B2B)

Nichols
 Oakwood Village, OH

Nichols is looking for a customer service representative to join our team. This person will drive customer satisfaction by fielding inquiries, addressing pain points, and maintaining extensive product knowledge.

The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction.

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. Customer service representatives can put themselves in their customers shoes and advocate for them when necessary. Problem-solving comes naturally to customer care specialists.

They are confident at troubleshooting and investigate if they dont have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities:

  • Manage inbound customer communications - Answer incoming calls and emails to address customer questions, requests and issues.
  • Consult on customer success - Advise customers on how to successfully leverage the product/service based on their unique needs.
  • Maintain working product knowledge - Act as a product expert to ensure the information given to customers is accurate, up-to-date, and strategic.
  • Track interactions in CRM - Record customer interactions in the internal system for cross-functional awareness and relationship development.
  • Identify and assess customers needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Manage customer accounts - reviewing recent orders, back-orders, etc. for accuracy - proactively addressing potential issues
  • Meet personal/customer service, team goals
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Provide administrative support to Outside Sales Reps.
  • Take the extra mile to engage customers

Requirements:

  • High-school diploma
  • 1-2 years proven experience in supporting client success
  • Excellent written and verbal communication skills
  • Ability to address complaints and issues with effective solutions and a positive attitude
  • Passion for delighting customers with above and beyond service
  • Excellent time-management and prioritization skills
  • Familiarity with CRM system

Our Organization

At Nichols, we believe in living the four squares that are represented in our logo - family, career, health, and community involvement. As a distributor of Janitorial, Packaging, Safety, and Equipment we are the leading provider of solutions for clean and healthy facilities and the safe shipment of products in the Great Lakes region. Our customer relationships are valued above all else, and we strive to always put them first by providing innovation, knowledge, and service excellence.

Benefits/Compensation

  • Competitive pay
  • Profit-sharing bonus
  • Medical/Dental/Vision
  • Life Insurance
  • Short and Long Term Disability
  • Health Savings Account
  • 401k with company match
  • Paid time off

Nichols will provide equal employment opportunity without regard to race, color, sex, age, disability, religion, national origin, height, weight, sexual orientation, or any other characteristic protected by law. We believe strongly in the benefits of diversity and strive to be an inclusive organization in everything we do.

What if you don’t see a posting that calls to you and you really want to become part of our Nichols family?

Email us at hr@enichols.com – don’t forget to share some highlights about your work history, what you are looking for and attach your resume.

In a nutshell? Join us. You won’t regret it.

If you have made it this far, and feel that we are not a good fit for you? We wish you the best of luck in your future endeavors, and as you search to find your perfect match!

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