Universal Chat Representative, Customer Experience

Global Industrial

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.

We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

• Handle inbound contacts from customers, providing exceptional service and addressing inquiries related to both sales and service.
• Act as a liaison between customers and vendors, facilitating communication and resolving issues efficiently.
• Demonstrate a high level of professionalism and customer service in all interactions.
• Maintain a thorough understanding of company products, services, and vendor policies.
• Prepare and follow up on customer quotes and requests as needed.
• Provide accurate information regarding product availability, pricing, and vendor policies.
• Utilize suggestive selling techniques to recommend additional products or services.
• Ensure all customer interactions meet established quality standards.
• Input and manage orders based on customer requests and agreements.
• Perform other duties as assigned.

Competencies and skills

• A quiet environment free from any distractions and nonwork related activities when working from home.
• High speed internet connection.
• Full on-boarding is contingent upon you following and passing the training requirements.
• Achieve department goals by hitting 85% of Sales Goals and Call Center Metrics (Available, Inbound, Outbound, and Unavailable time)
• Ability to attend in office meeting when advanced notice is given.
• Be on time and prepare for calls at the start of your scheduled shift
• The ability to learn and retain product information and specifications.

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employee and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.