Customer Service Representative

divh2Customer Service Representative/h2pWORK SHIFT:/ppFirst Shift (United States of America)/ppOur NC facility is temperature-controlled by HVAC./ppJOB DESCRIPTION:/ppThe Customer Service Representative provides excellent service to the Companys customers utilizing phone, email, and live chat. The CSR acts as a brand ambassador for Cambro and professionally represents the brand to our customers by providing excellent customer service in every interaction./ppESSENTIAL JOB FUNCTIONS/pulliProfessionally answers customer calls, emails, and chat requests regarding orders, inquires and problems/complaints./liliFulfills a high volume of calls and emails each day with a positive demeanor, exceeding customers expectations./liliProactively responds to customer questions regarding products and/or orders in an efficient and accurate manner; answers technical questions and offers general information for end users./liliResolves customer issues regarding product availability, tracking/delivery expectations, freight damage, product shortages, or other issues in a timely manner./liliUtilizes CRM Salesforce Service Cloud to manage customer interactions, ensuring transparent communication on customer issues with team members./liliSolicits new or additional products when appropriate and offers customers options available to meet their needs./liliAssists customers with returned goods; process return authorizations./liliWorks collaboratively with internal departments including production, sales, accounting, shipping, warehousing, and logistics./liliUtilizes basic freight terms (3rd party, collect, prepaid, etc.) and investigates missing or delayed shipments./liliProvides reports to support our team and customers and performs other administrative duties./liliManages key customer accounts via web portals./liliMaintain reliable and consistent attendance, including being punctual, and dependable in order to meet the needs of the department and the organization./liliExecute each essential duty satisfactorily in order to perform job successfully./liliFollows all safety procedures required in work area, wears PPE as needed, attends all safety meetings, and reports safety issues regarding equipment or unsafe/hazardous conditions./liliPerforms effectively as a team member, able to work well with others, open to receive and give feedback, and treats everyone with respect./liliTakes ownership of own work and behavior, accepts accountability for own actions, encourages solutions, and communicates status of work/projects./liliFollow all department quality standards/criteria. Raise concerns and issues to immediate manager./liliAble to understand and demonstrate Cambro company culture, display company core values (Safety, Quality, Respect, and Service)./liliUnderstands departments key performance indicators and contributes to achieve these goals both individually and as a team./liliOther duties as needed or required./li/ulpADDITIONAL RESPONSIBILITIES/pulliMust be able to work overtime as needed, remain flexible and open to possible schedule changes in order to meet business needs./li/ulpREQUIRED QUALIFICATIONS/pulliHigh school diploma or equivalent and a minimum of 2-5 years working in a customer service/customer experience support center./liliProven ability to work autonomously, prioritize and manage a rapidly changing workload./liliAbility to collaborate and communicate effectively with management, customers and distributors, with complete focus on customer service./liliAbility to adapt to change and embrace new processes and technologies./liliAbility to multi-task and perform duties in a fast-paced environment./liliBasic computer skills including Microsoft Outlook, Word, Excel and Teams./liliKnowledge of customer service software and CRM experience required; Salesforce.com Service Cloud experience preferred./liliExcellent communication skills, both written and oral./liliExcellent listening and problem-solving skills./liliAbility to be empathetic, positive, and upbeat in all communications./li/ulpPREFERRED QUALIFICATIONS/pulliCustomer service experience in a manufacturing or food service industry./liliMultilingual/liliAS400 experience/li/ulpPHYSICAL DEMANDS/ppThe 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./ppThis position may require:/pulliConstant sitting, use of hands for repetitive movement/liliOccasional walking, standing, bending at the neck and/or waist, twisting at the neck and/or waist, use of hands for simple grasping, reaching above and/or below shoulder level, lifting and/or carrying up to 10 lbs/li/ulpCAMBRO is proud to be an equal-opportunity workplace. All qualified applicants will receive consideration for employment without regard and will not be discriminated against based upon race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic information, military or veteran status, or other characteristics protected by law. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time./p/div