Customer Service Representative/Accounts Specialist I

Job Description

Job Description

About Company:

Eagle Group is a Great Place to Work Certified (May 2022 - 2026) manufacturer located in Clayton, Delaware. We are America's largest broadline manufacturer of commercial foodservice equipment and a leading maker of material handling, storage, and transport systems for various industries, including healthcare and cleanroom technology.

With a history of over 70 years, we are committed to investing in our employees and maintaining a safe, OSHA-recognized workplace. Our focus on stability and growth is demonstrated by our average length of employment being triple the national average. We offer comprehensive benefits, a tiered employment strategy for professional development, and a rewards program to celebrate employee dedication.

About the Role:

As a Customer Service Representative, you will be the primary point of contact for our customers, ensuring their inquiries and concerns are addressed promptly and effectively. Your role is critical in maintaining high levels of customer satisfaction by providing accurate information, resolving issues, and processing orders efficiently. You will work in a fast-paced environment where adaptability and a positive attitude are essential to manage multiple customer interactions daily. By handling customer accounts and facilitating smooth communication, you contribute directly to the company’s reputation and customer loyalty. Ultimately, your efforts will help foster long-term relationships with customers and support the overall success of the organization.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in telephone customer service or a related customer-facing role.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced environment.
• Basic computer proficiency, including experience with customer management software or CRM systems.

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Business, Communications, or a related field.
• Experience with order processing and customer account management.
• Familiarity with problem resolution techniques and conflict management.
• Demonstrated ability to maintain a positive attitude under pressure.
• Bilingual skills or additional language proficiency.

Responsibilities:

• Respond promptly and professionally to customer inquiries via telephone and other communication channels.
• Resolve customer issues and complaints with a focus on first-contact resolution and customer satisfaction.
• Process customer orders accurately and efficiently, ensuring all details are correctly recorded.
• Maintain and update customer account information to ensure data accuracy and integrity.
• Collaborate with other departments to address complex customer needs and provide timely solutions.
• Document all customer interactions and transactions thoroughly in the company’s CRM system.
• Adhere to company policies and procedures while maintaining a positive and helpful demeanor.

Skills:

The required skills such as verbal communication and telephone customer service are essential for engaging with customers clearly and professionally, ensuring their needs are understood and met. Working in a fast-paced environment demands strong organizational skills and the ability to multitask effectively while maintaining attention to detail. Problem resolution skills enable you to identify issues quickly and provide appropriate solutions, enhancing customer satisfaction. Oral and written communication skills are used daily to document interactions accurately and convey information clearly to both customers and internal teams. Managing customer accounts and processing orders require proficiency with computer systems and a methodical approach to ensure accuracy and efficiency in all transactions.