Customer Service Representative

Job Title : Customer Service Representative

Job Overview: Provides support to customers and the sales team by performing the following duties.

Job Responsibilities:

Core Responsibilities :

• Ensures all orders received, through EDI, emails and phone are processed in a timely and accurate manner. Ensure any changes or revisions to orders are properly documented and communicated. Provide necessary documents to operations/warehouse department.

• Responsible for establishing and maintaining effective communication with all customers regarding price discrepancies, out of stocks and potential shipping delays.

• Ensure all customer related documentation is complete and filed.

• Processes RMAs and credits. When necessary forward credits to customers and corporate finance.

• Oversee/manage Papervision.

• Attend and participate meetings as required.

Additional Responsibilities

• Answer incoming calls.

• Oversee the resolution of all customer complaints. Ensure communications are comprehensive and thorough. Report all complaints to supervisor when applicable.

• Provide customers missing or misplaced documents including but not limited to invoices and BOLs.

• Provide effective support to sales team.

• Greets and screens visitors and telephone call and notifies staff members or records and relays messages.

• Monitors admittance to facility assuring admittance is authorize employees and vendors only.

• Complete miscellaneous customer care functions and special projects as assigned.

• Complete reports and maintain documentation as required.

Performs other duties as assigned.

Job Requirements:

Education/ Certifications:

• High School diploma or GED equivalent

Experience:

· One to two years related experience and/or training; or equivalent combination of education and experience

Knowledge/Skills/ Abilities:

• Knowledge of Microsoft Excel; IDS systems; Power Sell software; EDI software and Microsoft Outlook.

• Oral and written communication skills.

• Time management.

• 10 key skills.

• Language Ability:

o Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

o Ability to write routine reports and correspondence.

o Ability to speak effectively before groups of customers or employees of organization.

• Math Ability:

o Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

o Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Reasoning Ability:

o Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

o Ability to deal with problems involving several concrete variables in standardized situations.

• Good judgment is required for this position as there may be times when direct supervision may not be immediately available.