Customer Service Clerk

Essential Functions Confer with customers by telephone in order to provide information about products to take orders or cancel accounts. Identify and assess customers’ needs to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid and complete information by using the right methods/tools. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers. Follow up customer calls where necessary. Enter new customer information into system. Identify and escalate priority issues. Route calls to appropriate resource. Job Knowledge, Skills & Abilities Excellent verbal and written communication skills. Problem analysis and problem solving. Organizational skills. Attention to detail. Judgment. Adaptability. Teamwork. Stress tolerance. Customer orientation and ability to adapt/respond to different types of characters. Ability to multi-task, prioritize, and manage time effectively. Customer Service Levels Level 1 = Basic Microsoft office, CRM, SAP & data entry skills along with heavy administration needs. Level 2 = Level 1 plus, Intermediate Microsoft office skills, Customer facing, Quoting smaller store takeoffs. Level 3 = Level 1-2 plus, Quoting medium size store take offs, downloading/exporting SAP data to Excel spreadsheets for data entry or reporting, and more complex needs. Level 4 = Levels 1-3 plus, Quoting larger size takeoffs (retail/grocery/military), reporting and review contracts. Heavily involved in Conference /Team Calls with the customer, TSM and RM. Education and Experience High school diploma or equivalency certificate. Two to four years customer service related work experience. Work Environment Generally 8 hour days, 5 days a week, indoors in a controlled environment. Occasional overtime required when necessary. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Benefit Details Group Health Insurance Company Paid Group Term Life Dental, Vision, Short Term Disability, Long Term Disability, and Critical Care. 401k – Eligible day one of employment (Contributions can be from 1% to 50% of salary. Company match of up to 4% quarterly based on safe harbor election). Holidays – 9 per year (Eligible after 30 days of employment). Vacation time. Educational Assistance. Employee Assistance Program. Onsite Clinic – Free medical visits. Safety and Attendance incentives. Employee Appreciation Days. Madix Inc. is an equal opportunity employer. #J-18808-Ljbffr