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Gregory Cocchiaro, Customer Service Rep for Baker

What are your main responsibilities?

My main role at Baker is sales support, creating quotes and entering orders that comes through as well as answering inbound customer service calls. I communicate heavily via email to solve any customer queries and assist sales representatives with Baker product knowledge and order tracking.

How did you get into the industry?

Although this is my first role in this industry, I have an extensive customer service background. This is my first role in customer service for a manufacturing company!

What did you do before this job?

Before this job I was a supervisor at Staples in the tech sales department, heading up laptop, printer, desktop, cellphone sales.

What do you do in a typical day?

In addition to my usual customer service role (communicating with customers, liaising with reps and directing tech support inqurires), I am also on the configurator team and assist with small graphic design projects!

What’s your most memorable or proudest moment?

Back on 10/09, Gayle (who worked in accounting) made me a fun paper badge and donned me the “Hero of the Day” for my strong attention to detail. I still have the badge up on my cubie wall.

What’s the best part of your job?

I really enjoy navigating around the computer the most. I am very tech savvy and my favorite part of my job is using all the tools that are at my disposal to assist customers and sales reps, primarily via email.

Epicor can be very daunting but I think I am able to navigate very quick using shortcuts and configuring my computer to be as streamlined as I can. A primary concern of mine is trying to cut out wasted time in processes and refining my own procedures to continuously improve my ability to do my job more efficiently.

Do you have any advice for anyone starting out in the industry?

Everything changes very quickly, try to be fluid and understand that being here is important. Most importantly be patient as there’s a lot to learn!

How do you like to unwind?

I like to kick back with some red wine, chocolate, and a good video game.

What career would you like if you weren’t doing this?

Graphic Designer, which is great as I get to be involved with some design elements at Baker!