Customer Service Representative

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.