Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for delivering exceptional customer service by serving as a primary point of contact with customers. This position supports daily branch operations through accurate order processing, communication, coordination with internal departments, and timely resolution of customer requests. The Customer Service Representative contributes to a positive customer experience while maintaining company quality standards and operational procedures.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide professional customer service through phone, email, and other communication channels.
• Process customer quotes and sales orders accurately and efficiently.
• Coordinate deliveries and customer pickups.
• Maintain accurate customer and order information.
• Communicate effectively with Sales, Operations, Transportation, and other internal departments to ensure timely and accurate service.
• Resolve routine customer questions and escalate complex issues.
• Follow company policies, procedures, and SOPs.
• Maintain accuracy, organization, and attention to detail.
• Utilize company software and technology to accurately process customer transactions and maintain records.
• Participate in training and development opportunities to build product knowledge, company procedures, and customer service skills.
• Enter and process customer returns as needed.
• Support departmental quality initiatives by following established procedures.
• Perform other duties as assigned.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Technology Proficiency - Demonstrates required skills; adapts to recent technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; upholds organizational values.
• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; responds to management direction; takes responsibility for own actions; exhibits sound and accurate judgment; observes safety and security procedures.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Time Management – Manage one's own time and the time of others.
• Problem Solving – Identifies and resolves problems in a timely manner. Works well in group problem-solving situations; uses reason even when dealing with emotional topics.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Associate's degree or equivalent from a two-year college or technical school; or one to three years related experience and/or training.

Reasoning Ability: Ability to apply common sense to conduct detailed but straightforward written and/or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills: To perform this job successfully, an individual should be proficient with the Microsoft Office suite. Knowledge of BisTrack is a plus.