Customer Service Representative

Job Description Job Description Description of Job:
Responsible for delivering excellence in sales and service by effectively communicating with current and prospective customers. Range of duties include; order processing, price quoting and communicating basic product information.

Pay and Shift:
1st shift 8:00am-4:30pm
MANDATORY OT DURING WINTER MONTHS
$18-20 hr/

Essential Duties & Responsibilities:
Responsible for Customer account management including but not limited to; order processing, shipment scheduling, payment and freight terms, current lead times, maintaining customer compliance documents, customer portals, pricing, and overall order accuracy.
Effectively communicates pertinent information concerning orders and stock to customers and follows up with the necessary departments to facilitate on time and full delivery.
Communicates with both internal and external customers via telephone, e-mail and fax correspondence.
Works with internal and external Sales Reps to maintain accounts, distribute key sales analytics, and manage customer relationships.
Monitors reports distributed to the team that provide opportunities to be proactive and address potential order issues.
Investigates shipment information on orders related to shortages, overages, damage/ lost by carrier, refusals, and miss-ships.
Provides customers with updated information regarding order schedules, price changes, and updates system accordingly.
Issues return goods authorization and enters data in system in accordance with return policy guidelines.
Submits request for credit on accounts when necessary and is able to investigate basic credit information.
Maintains “active” phone availability in accordance with company guidelines.
Familiar with basic troubleshooting and preventative maintenance on product lines and provides service parts breakdown if necessary.
Mails literature to customers, sales reps and accounts
Confers with Lead Customer Care Representative on matters requiring assistance.
May rotate in other key Customer Care positions when necessary.
Performs related additional assignments as required

Education & Experience:
High school graduate or equivalent. PC or work station computer training required.
Some college and/or leadership courses helpful.
1-2 years’ customer service background

Job Knowledge, Skills & Abilities:
Familiar with office equipment including multi-line phone system, fax machines, copy machine and 10-key calculator.
Beginning to intermediate level computer skills with Microsoft Office products including Excel, Outlook, Word, Access and Internet.
Above average written and verbal communication skills.

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