JOB PROFILE

The Customer Service Representative is the key to maintaining our industry reputation and ensuring our customer remains engaged. This position will be part of a focused group to cater specifically to one large, multi-million-dollar customer. Excellent customer service is paramount for success; the Customer Service Representative will be expected to provide “white-glove service” in all areas.

REQUIREMENTS/KEY EXPERIENCES

• Customer-focused mindset and strong problem-solving skills.
• Excellent verbal and written communication skills; the ability to call, connect, and interact with potential customers in different modalities.
• Related customer service and engagement experience required.
• Ability to work well in a team environment.
• Demonstrated time management and organizational skills, including an ability to prioritize, plan, and manage multiple projects simultaneously.
• Tenacity and trouble shooting ability to overcome obstacles to meet company goals.
• Strong computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and CRM experience preferred.
• Flexibility to work outside standard business hours, including evenings, weekends, or holidays.

• Actively engage with the customer to assess their satisfaction with Netceed. Report all feedback—positive, negative, or neutral—directly to the sales management team to inform future strategies.
• Identify and reach out to customer showing signs of disengagement or fall-off potential, proactively addressing their concerns and needs.
• Conduct targeted calls to understand customer pain points and offer tailored solutions.
• Lead strategic follow-up campaigns tied to marketing initiatives to re-engage customers.
• Present additional services or products to enhance customer satisfaction and loyalty. Conduct calls to existing customers to
• Collaborate cross-functionally with teams including Sales, Marketing, Purchasing, Product Line Management, and Operations to resolve customer issues efficiently.
• Analyze customer feedback to spot trends, uncover opportunities, and drive continuous improvement in customer satisfaction.
• Maintain accurate and detailed records of customer interactions and transactions through data entry in CRM.
• Represent Netceed with professionalism and integrity, always ensuring a customer-first approach in all interactions.
• Light Accounting duties to maintain records, including sales, inventory, purchase orders, or bids.