Customer Service Representative

Perennial Management Group LLC (PMG) is a management group overseeing seven different entities (companies). We have a core team of five employees overseeing the daily operations of PMG with additional individuals having management responsibility of the individual entities. This position serves our San Diego Drums & Totes (SDDT) company that we operate.

What the Position Is
The Customer Service Representative (CSR) serves as the initial point of contact between customers & San Diego Drums and Totes (SDDT). You will manage electronic communications and standards with customers. This position requires expert communication, prioritization, and organizational standards. This position reports directly to the Store Manager and is supported by Perennial Management Groups Head of People.

Who We Are
San Diego Drums & Totes is the premier supplier of residential and commercial containers for San Diego and beyond. We offer solutions ranging from a single rain barrels for private residential use to truckloads of IBC Totes for a large-scale industrial project.
San Diego Drums & Totes (SDDT) originated in 2012 as the best local option for affordable storage containers, growing to accommodate over an acre of capacity with thousands of containers ranging from plastic and steel drums to thousand gallon rain collection tanks.
We are a growing company in need of qualified and dedicated team members excited to grow with us.

Who You Are
You want to play a pivotal role in a company that is growing and transitioning into serving commercial clients. You are organized, professional, and an expert communicator via email and other applicable electronic formats. You have a proven track record with Quick Books Online and are experienced in the processing and sending of invoices.
You treat each customer as if the reputation of SDDT depended on your quality of service (it does). You want to be a part of an organization that prioritizes taking care of its people as much as its customers.

Qualifications
• Education
o High School Diploma or Equivalent Required
o Bachelors in business administration or finance strongly desired
• Experience
o 2+ years in Customer Service Representative role or equivalent required.
o 2+ years in processing/submitting invoices required.
o 2+ years in overseeing and managing Accounts Receivable and Accounts Payable required.
o Working knowledge of Microsoft Office Suite of tools (Word, Excel, Outlook etc.) required.
o Competent and comfortable with Quick Books Online.
o Fluent in English
• Technical
o Reliable internet connection required.

Skills

Technical Skills
• Software Tools: Proficient in Microsoft Office tools, Quick Books Online.
• Customer Care: Has personal knowledge and behaviors centered on best practices for customer engagement and support.

Soft Skills
• Detail Oriented: Possessing the ability for tracking numbers to manage accounting figures and financial records. Able to track and manage numerous financial records simultaneously.
• Adaptable: Ability to adapt/respond to different types of characters, interactions, and situations.
• Self-motivated and able to work without direct supervision.
• Prioritization: Able to identify the most important tasks to complete first.
• Communicative: Prioritizes proper & healthy communication. No assumptions. Asks for help when needed. Engages customers promptly.

Key Responsibilities

Customer Engagement
• Responsible for overseeing all customer engagements, ensuring that customer communication is handled on time (within one business day).
• Setting and following all communication standards for phone, email, and web inquiries and orders.
• Managing all phone calls from customers, ensuring all voicemails are returned within 4 hours.
• Responsible for timely response to all customer inquiries (within one business day).
• Verify all client orders, prior to loading and delivering (or pickup), for accuracy.
• Own all processes for email engagements with clients. Write, or update, these processes to ensure highest quality customer experience standards are met.
• Act as the liaison between SDDT & external partners (i.e. vendors).

Inventory Management
• Assist Store Manager in management of inventory levels.

Product Knowledge
• Knowledge of product usage to assist with client decision making process and sales. Able to answer most (<75%) of client inquiries without assistance. Accounting/Financial • Emailing receipts & invoices to accounting, cash counting, deposits, invoicing customers, and overseeing accounts receivable, accounts payable, and coin management.