Customer Service Representative

Position Summary
The Customer Service Representative ensures that customers receive the best service possible through inbound customer calls, faxes and web-based interfaces by processing orders, preparing general correspondence, and escalating requests to the appropriate level.

Major Responsibilities
• Answers incoming customer and consumer calls to assist with requests
• Processes and edits orders received from customers and resolves any discrepancies
• Issues credits for damaged parts and follows-up on backordered items
• Distributes invoices to customers
• Escalates customer and consumer calls to Sr. Customer Service Representatives and Account Specialists
• Communicates and assists with consumer quality issues with products
• Communicates with the sales team to remain informed of current promotions

Required Competencies, Knowledge, Skills & Abilities


Education Requirements
• High School Diploma or equivalent work experience, Associate College Degree or equivalent preferred

Relevant Work Experience/Requirements
• 1-3 year customer service experience Call center experience preferred
• Strong PC skills including the Microsoft Office Suite; primarily Excel and Word
• Ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support
• Ability to find a solution or to deal proactively with work-related problems
• Ability to maintain a consistently high level of attention to detail
• Ability to assess multiple tasks and develop a plan to complete them in a logical and efficient manner
• Ability to bring energy to the performance of a task
• Knowledge of shipping and mailing processes and methods
• Oracle experience is a plus

Certificates/Licensure/Training
• N/A

Travel Requirements
• N/A

Environmental/Physical Requirements
Physical demands described here are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
• This position is located primarily in an office environment. At times the associate is required to sit for long periods of time.
• While performing the duties of this job, the associate may need the ability to lift and carry loads up to 20 pounds.
• Upon occasion, the associate may be exposed to a manufacturing environment and required to wear personal protective equipment.

Company Statement
The AMES Co., Inc offers competitive compensation and an excellent benefits package including Medical, Dental, Vision, 401(k), Tuition Reimbursement, paid holidays & vacation, and more. We are an equal opportunity employer and a drug-free workplace.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.