Customer Service Representative

Customer Service Representative

The primary focus of this position is to act as representative of Midland Optical. To provide top quality service to our customers. Duties in this position are usually repetitive, requiring medium to high analysis and use of individual judgment. Specific duties for this position include answering phones, taking orders, assisting customers with inquiries and following through on customer inquiries. Supervision ranges from close to general.

Major duties and responsibilities include performing all duties in compliance with company policies, maintaining punctuality and availability for overtime as needed. Engage in 50-100 customer interactions daily, including price quotes, order processing, adjustments, cancellations, and shipping instructions. Provide excellent written and verbal communication, ensuring positive customer experiences and driving revenue growth. Resolve customer issues using department tools, expertise, and business judgment to enhance satisfaction and retention. Answer inbound calls, address customer concerns, enter orders, process redos, respond to technical questions, and conduct outbound calls as necessary. Serve as a positive role model, demonstrating continuous improvement and supporting company objectives. Ensure productivity and quality standards are met to exceed customer expectations. Use courteous, professional language and work effectively within a team environment. Troubleshoot complex customer issues, manage late job lists, and communicate with internal teams to expedite solutions. Investigate and resolve shipping and delivery concerns, acting as a liaison between the lab and inter-company laboratories.

Basic qualifications include a high school diploma or equivalent preferred. Previous customer service experience or relevant training. Strong communication skills, including the ability to write and comprehend short correspondence. Professional and courteous demeanor in customer interactions. Basic math proficiency and ability to multitask effectively. Strong judgment and decision-making skills. Basic proficiency in Microsoft Office (Word, Excel, Outlook). Keyboarding skills, including 10-key and typing speed of 35-40 WPM.

Preferred qualifications include 2-4 years of customer service experience. Experience in a telephone or direct customer contact role. ABO Certification.