Customer Service Representative II

Customer Service Representative II

This section focuses on the main purpose of the job in one to four sentences. Serves as primary contact for customer inquiries, order processing, and coordinating customer service needs with other functions as required (such as with product availability issues). Serves as customer contact (by telephone or fax) regarding such matters as ordering, scheduling, and shipping. This section contains a list of five to eight primary responsibilities of this role that account for 5% or more of the work that the incumbent will perform other duties assigned.

1. Responds to telephones, fax, and web product and service orders, obtains usage and inputs sales order data and/or product service calls into order fulfillment system.

2. Resolves routine and some non-routine customer questions, complaints, and requests.

3. Investigates problems related to shipment of products, credits, and new orders.

4. Through the ordering process obtains information on the amount, type, and stock on hand. May also expedite orders, and initiate action to replenish stock.

5. May setup new accounts, maintain other records, prepare required reports.