Customer Service Representative

Job Title

The primary focus of this position is to act as a representative of our company to provide top quality service to our customers which may be measured through defined numerical goals/targets. Duties in this position are usually repetitive, requiring analysis and use of individual judgment.

Specific Duties For This Position Include

Handling inbound and outbound calls and/or emails, use of technology systems, troubleshooting problem jobs, report generation, following through on customer inquiries, and the retention and acquisition of industry/position required knowledge. Supervision ranges from close to general.

Essential Duties

All duties to be performed according to the established standard and in compliance with all company policies and procedures while maintaining regular, prompt attendance and availability for overtime as needed:

• Answers phones
• Takes new orders
• Takes redo
• Answers Technical Questions
• Price Quotes
• Researching frame mix ups
• Searching for Lost frame
• Tracking lost shipments Consolidated and UPS
• Answer texts on Heymarket all throughout the day
• Fill out & Send "waiting for frame" cards for multiple accounts
• Call or text accounts to inform them of a breakage on a job and there will be a delay
• Making calls out to other labs researching late jobs for an ETA to give our accounts
• Makes follow-up calls to account with requested information
• Make Shipping labels
• Add jobs to the Communication Board
• Some Data Entry to fix job at the accounts request