Customer Service Representative

Job Description

Job Description

Summary: Capitol Coffee Systems is seeking a detail-oriented and proactive Customer Service Representative to manage customer interactions and ensure a seamless experience for clients. The ideal candidate will demonstrate strong communication skills and a customer-focused attitude while efficiently handling multiple tasks.

Essential Duties and Responsibilities:
• Phone and Email Support: ◦ Answer incoming phone calls and respond to customer emails promptly, providing accurate information and assistance.
• Order Management:
◦ Enter and process customer orders, including approving web orders.
◦ Update customer records to ensure accuracy and completeness.
◦ Invoice sales orders accurately and in a timely manner.
• Service Case Management:
◦ Issue service cases for customer issues and track progress until resolution.
◦ Manage delivery error cases by issuing, closing, and ensuring follow-up.
• Product Management:
◦ Enter equipment requests from route sales personnel and reallocate products as needed.
◦ Generate daily backorder reports to track outstanding orders.
◦ Implement daily date changes for sales orders to accommodate customer requests.
• Documentation and Record Keeping:
◦ File invoices and maintain organized records of all customer transactions and communications.
• Other duties as assigned.

Supervisory: This position does not oversee staff.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
• High school diploma or equivalent; additional education or training in customer service is a plus.
• Previous experience in customer service or administrative roles is preferred.

Required Skills/Abilities: •
Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite and experience with CRM/ERP software.
• Ability to work independently and collaboratively within a team.

Certificates, Licenses, Registrations: • N/A

Work Environment: The work is typically performed in a fast-paced office setting focused on teamwork and excellent customer service. Opportunities for professional growth and skill development are available.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Prolonged periods sitting at a desk and working on a computer.
• Ability to communicate effectively with customers and team members via phone and email.
• Must be able to perform repetitive movements over long periods. 

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