Customer Service Representative
TransPak
Customer Service Representative
Responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the Customer Service Department.
Essential Functions:
- Provides timely and accurate information to incoming customer order status and product knowledge requests.
- Provides timely feedback to the company regarding service failures or customer concerns.
- Processes customer orders/changes/returns according to established department policies and procedures.
- Works closely with the credit department to resolve disputed credit items.
- Partners with the sales team to meet and exceed customer's service expectations.
- Communication support via Email, orders, phone calls:
- Email: Manage and maintain all emails that come into the Customer Service group email. This includes:
- Responding to emails within 15 minutes, acknowledging.
- Taking appropriate action on the email. May include either a forward to the appropriate contact, status requests, placing an order or assisting the customer in any way.
- Ensuring all emails are addressed, even if it does not pertain to your assigned Sales rep.
- Orders: Enter new orders, release blanket orders and manage reschedules:
- Receive Purchase Order, enter order, send to Rep for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 week out drawer.
- Manage back orders and past dues daily.
- Manage 3 day out drawer daily.
- Confirm next day scheduled orders, daily.
- Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order.
- Phone Calls: Answer all incoming calls in a courteous and professional manner. This includes the Customer Service department main line or your direct extension and follow through with the appropriate action:
- Provide customers with status updates and ETA's.
- Maintain voicemail box and keep current-respond to customer's messages.
Marginal Functions:
- Ability to prioritize, work independently and maintain a professional/friendly demeanor is essential.
- Other projects as assigned.
- Escalate situations when needed.
Education/Knowledge/Skill Requirements:
- High School graduate or GED.
- One year experience as a Customer Service Representative.
- Previous program management experience, preferred.
- Previous Sage X3 experience, preferred.
- Excellent communication and problem-solving skills.
- A high level of motivation with a strong work ethic.
- Effective interpersonal skills and a positive outlook.
- Customer/Client Focus.
- Problem Solving/Analysis.
- Time Management.
- Communication Proficiency.
- Teamwork Orientation.
- Technical Capacity.
Vacancy posted 1 day ago
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