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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