Incoming Calls / Orders

Customer Service Representatives are responsible for taking all incoming phone calls, handling and processing all orders, and working with the sales and dispatch teams to increase overall efficiency.

Order Placement and Printing

Customer Service Representatives are responsible for taking all orders that come in for the commercial department.  It is important that you use PSS and ACT to become familiar with the accounts and understand their ordering habits.  Once you have received the order, it is your responsibility to print the order and make sure dispatch has received it.  Following through to make sure the order can be done in a timely manner is very important.  Overall communication with dispatch will help streamline this process.

Sales Support

Customer Service Representatives serve as support staff for the Salespeople in the field.  Help to coordinate tank/fuel deliveries, provide information/directions/quote assistance. 

Courtesy Calls

Customer Service Representatives need to make “Courtesy Calls” to customers on a regular basis.  Use ACT to maximize your organization of the orders and customers that should be contacted.  Be selective, focus on customers who you think need attention to maintain personal connection to RKA.  Every customer should be treated cordially, and delicately.  Be professional when you speak with the customers, they are always correct.  It is extremely hard to bring on new customers, very easy to lose them!

Out-of-State Customers

Become familiar with the locations that we service in other states.  Have a basic knowledge of where our terminals/suppliers are.  Understand load restrictions and different product requirements in all states.  Be prepared to assist in resolving service-related issues such as re-routing leftover fuel to another location.

Prospecting

Work with sales, drivers, and dispatch to develop and follow up with potential prospects.  Complete prospect data tracking tool obtaining all required fields to help prequalify leads for sales. Research customers and prospects and update CRM extensively.  It is your responsibility for not only keeping your current customers up to date, but also researching the prospects and getting as much information as possible 

Create Periodic Mail Merges / Mailers

Create regularly scheduled mail merges within the CRM software.  Customer Service Team should be sending mailers to automobile dealerships, golf courses, and school bus superintendents.  I am sure there are other mailers we can put together, but these three are the larger ones.  It is very important that the customer service representatives go through all those contacts that are in the specified group within the CRM software, and make sure that their names and addresses are correct before sending these letters/flyers. 

Thank You Cards

These must be mailed out to our customers regularly, but not too frequently.  It is important that we give them an opportunity to comment on our service, and communicate with our team. 

Equipment Tracker

Customer Service Representatives are responsible for communicating equipment orders to the Equipment Supervisor, so that person can properly manage and organize the Equipment Tracker Software.