Customer Service Representative Associate

As an Associate Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail and/or walk-ins to provide inquiry or problem resolution. You will resolve routine and basic problems and communicate solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow up as needed.

Responsibilities:

* Interacts with customers by phone or in person to provide information and to ensure best service possible.

* Handles and resolves customer complaints, special orders, or returns in-store, via phone or mail.

* Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.

* Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.

* Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.

* Refers unresolved customer grievances to designated departments for further investigation.

* Completes customer invoicing.

* Identifies additional product or service opportunities with existing or potential clients, and determines with customer sales and service manager, whether customer sales and service or outside sales should manage opportunity.

* Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains.

* Prepares for, attends, and participates in weekly sales meetings.

* Remains current on industry trends, market activity and competitor products.

Qualifications:

* High School Degree or Equivalent required; Associate degree (U.S.)/College Diploma (Canada) preferred

* 0-2 years of relevant experience

* 1 year of sales experience preferred

* Direct Sales (B2B) experience preferred

* Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques preferred

* Knowledge of principles and processes for providing customer and personal services including, customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

* Ability to build working relationships with other functional areas to best support mutual objectives

* Basic problem-solving skills and ability to analyze information in order to provide excellent service to internal and external customers

* Ability to research and resolve customer issues

* Strong written and verbal communication skills

* Basic computer skills

* Ability to effectively prioritize and execute tasks

* Ability to build and maintain long-term relationships with customers

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