COTG, MOTG, A Xerox Company
  • COTG-Bolingbrook
  • Bolingbrook, IL, USA
  • Full Time



The Supply Representative is accountable for providing excellent customer service by managing all facets of customer needs as they relate to the Supply department. The Supply department handles incoming supply orders for all customers. As a team, the supply representatives processes over 600 daily supply orders while handling an average of 185 daily customer phone calls.



  • Maintains positive and professional phone etiquette during mandatory assigned phone schedule.
  • As a team, the supply representatives are presented an average of 185 calls daily. Each rep is responsible for handling 97% of the calls presented during their scheduled phone time.
  • Each rep is required to handle 50-60 calls daily while ensuring 3% or less calls are missed.
  • On average calls are expected to be handled in 2 minutes or less to ensure customer hold/wait times are kept to a minimum.
  • Understanding at times issues may arise requiring additional time to resolve, all reps available are required to monitor phone queue and assist any customers as quickly as possible.
  • Diligently audits, keys and processes an average of 75 supply orders daily in alignment with supply department standard.
  • Every rep is required to place all supply orders based on usage of device needing supplies. Additional information from the customer will need to be requested if quantities being ordered do not match the yield or usage completed.
  • Analyzes information from a variety of sources and applies basic math and deductive reasoning to prevent duplicate supply orders and ensure toner shipped will be utilized within 30-60 days to guarantee quality prints.
  • Accomplishes supply department order confirmation and processing commitment of 2-3 business day delivery to clients.
  • Achieves and maintains supply department errors to order ratio of less than 1%.
  • Tracks shipping and delivery confirmation of supply orders to customers as needed.
  • Emails pre-paid UPS labels to customers for any items needing to be returned. This must be completed by end of the business day in which the request was received.
  • Follows up in detail and actively seeks resolution to any pending supply issue.
  • Attend and actively participate in monthly group training sessions to ensure all members of the team are utilizing cohesive strategies and practices.
  • Additional duties as needed to support the Supply Department as assigned by management.


  • Possesses personal drive and internal motivation toward high achievement
  • Sustains a high level of activity, prioritizes and performs a variety of tasks
  • Maintains high self-motivation with a strong desire for task completion and follow-up
  • Pays attention to detail and accuracy; excellent organizational skills
  • Communicates with customers in a professional manner
  • Practices excellent customer service skills via phone and e-mail
  • Routinely demonstrates and creates a cooperative and positive work culture
  • Thrives in a team environment


Computer Skills

  • Proficient with MS Office Suites (Excel, Word, PowerPoint)




Education and/or Experience

  • High School Diploma or GED
  • College Degree preferred but not required
  • Previous customer service experience preferred but not required


Language Skills

English (reading, writing, and verbal)


Mathematical Skills

Intermediate business math



  • Valid Driver's license and minimum levels of auto insurance coverage



  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. The employee also regularly lifts and/or moves objects up to 10 pounds. Specific vision requirements of this job include close vision and distance vision. The employee must be able to sit for extended periods of time.



  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.


COTG, MOTG, A Xerox Company
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