Location: US-NH-Portsmouth

Job Number: 18206094 Computer Task Group is seeking a Customer Service Representative for our client in Portsmouth, NH.

Key Responsibilities:

Manage targeted customers and product inquires to further the growth of the consumables and glass business.

Develop and participate in the implementation of sales strategies to meet or exceed revenue goals.

Research competitor and industry activity and keep informed of new products/services and other general information of interest to customers incorporating this data in the business plan; Introduces new products and services.

Provide product information, recommendations and documentation to end users and channel partners.

Maintain and expand the company’s database of customer contacts within a centralized CRM system (SFDC).

Create and maintain a pipeline of sales opportunities.

Provide a first line of technical support for customers.

Process quote request – direct and third party customers.

Make outbound calls to new and existing customers via telephone and e-mail.

Communicate with supervisor on any customer issues or potential problems.

Maintain accurate reporting records and files necessary for proper account management.

Manage and negotiate pricing to control profitability.

Constantly survey territory for organic growth and key customer lead opportunities.

Partners with Field Account Managers in assigned territory to meet/exceed revenue goals.

Builds effective relationship networks inside and outside of the division

Secondary Responsibilities:

Respond to incoming customer communications, following through to completion while always demonstrating effective communication throughout the order/pick/pack/ship process and insuring quality customer care is implemented consistently throughout this process.

Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies a course of action with a goal of first call resolution within established turnaround times.

Gathers and disseminates information and pursues a course of action for timely resolution. Investigates by contacting other departments, Supervisors, Sales, Suppliers, business and channel Partners and/or Freight Carriers. Utilizes needed systems to locate required information.

Analyzes and resolves customer concerns using established procedures. Examines pertinent information to determine validity of customer complaint and to determine responsibility for errors and resolution throughout the order/pick/pack/ship process.

Back-up Customer Service as required, throughout the order/pick/pack /ship process.

Investigates overdue and damaged shipments or shortages in shipments already received, and creates preventative processes within the order/pick/pack/ship process.

Record and follow up on customer orders, including the tracking of orders, ensuring complete customer satisfaction.

Responsible for product knowledge, keeping informed of current merchandise.

Keeps informed of current operating policies and procedures.

Takes initiative to contact and follow up with customers regarding past orders and/or to offer suggestive up-selling and other promotional programs.

Maintain accurate and organized customer files including documentation of important verbal discussions, issues, and customer requests throughout the order/pick/pack/ship process.

Other duties as assigned.

Candidates interested in this position may apply now or email resumes to jessica.remza@ctg.com


CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.

CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.

Job: Customer Service