Customer Service Representative

Job Description

Job Description

This is a Temp-to-Hire position. 

Candidates must live within commuting distance of our NW Indianapolis office and be able to work on-site at least 3 days per week.  

Overall Responsibilities:

Provide exceptional Customer Service, including basic Customer Service functions and customer support.

 

Education and Experience:

• High school diploma or GED is required.
• A minimum of two years' experience in Customer Service and knowledge of Salesforce or another customer relationship management (CRM) software is preferred.

 

Required Skills and Abilities:

• Ability to perform all basic Customer Service functions.
• Ability to complete assigned tasks accurately and in a timely manner.
• Professional written and verbal communication skills.
• Proficient or has the ability to quickly learn technology/software used in the day-to-day operation of the Customer Service department, including Microsoft Word, Excel, G-Mail, Salesforce, EDI, and internet navigation.
• Ability to learn Bosma Enterprises' product and service offerings and follow standard operating procedures (SOPs) and business practices.
• Ability to prioritize workload in a demanding business environment.
• Ability to establish and build effective relationships with coworkers, customers, and other stakeholders.
• Ability to handle files and data with discretion.
• Self-starter who is an adaptable team player and capable of multi-tasking with little or no supervision.
• Ability to meet or exceed tight project deadlines.

 

Job Duties and Responsibilities:

• Perform all basic Customer Service functions.
• Process all integrated and non-integrated EDI orders, including answering inquiries and resolving EDI errors.
• Provide monthly CABVI reports to CABVI and the Customer Service Manager.
• Acknowledge, process, and resolve all customer claims.
• File pertinent claims with the freight forwarder/carrier in an attempt to recover costs of damages/losses.
• Provide daily and monthly number reports to the Executive Vice President.
• Use technology, including Microsoft Word, Excel, Gmail, Salesforce, EDI, and internet navigation, to perform job duties daily.
• Assure work is done accurately, in a timely manner, and conforms to industry-accepted best practices. 
• Utilize knowledge of Bosma Enterprises' products and services to solve customer problems.
• Keep all department files current.
• Collaborate and communicate with customers, staff, and other stakeholders in a professional and positive manner.
• Maintain basic competence of all Customer Service core functions to provide back-up when needed.
• Suggest process improvements to better Bosma Enterprises' evolving mission-driven business.
• Handle data and sensitive information with the highest level of discretion
• Report any departmental concerns to the Customer Service Manager.
• Perform other duties as assigned.

 

 

Competencies:

• Action-Oriented – take strategies and ideas, develop plans and turn them into reality
• Resilient – bouncing back from difficult situations, maintaining a positive outlook and finding a way forward, requires courage and commitment

Core Values:

Opportunity

• I will communicate in a way that makes others feel respected, valued and heard.
• I will actively listen to others when they communicate with me.
• I will work together with others to achieve our goals.
• I will be open to change as it will support the Bosma Mission and Vision
• I will take risks when necessary. 

Accountability

• I will arrive on time for my shift and be ready to work.
• I will help my coworkers.
• I will acknowledge my mistakes and work to correct them.
• I will work on solutions to problems and communicate them to my leader respectfully and collaboratively
• I will be willing to accept constructive feedback to improve my performance.
• I will perform to the expectations outlined in my role.

Innovation

• I will conduct myself at work in a way that creates a positive outlook.
• I will have an open mind to changes that provide benefits and opportunities to others.
• I will challenge myself to be curious and a lifelong learner.
• I will positively collaborate with others.

 

 

The employee filling this position has been authorized by the Bosma Management Team to perform the job duties listed in this job description.