Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for completing same day shipping and receiving transactions, and relevant internal and external communication to the customer. The Customer Service Representative will act as a driving force in providing a proactive safety culture while providing quality services to exceed the expectations of our customers.

Primary Responsibilities:

Customer Satisfaction:

• Accurately and timely complete tasks assigned by the management team.
• Complete the Customer Service Representative activities in accordance with the established processes of each area to ensure customer expectations for transactional deadlines are met.
• Respond to urgent requests, and ensure all orders are processed based on priority.

Employee Development:

• Communicate errors to ensure corrective actions are identified and implemented.
• Escalate recurring issues to the management.
• Provide performance-based self-evaluation to management for annual evaluations.
• Attend meetings as required and communicate relevant topics to the team.
• Lead by example through maintaining a professional and positive attitude.

Safety:

• Attend facility safety meetings and training sessions.
• Recognize and abate hazards to drive the promotion of AW2's safety program.
• Report all near misses, safety incidents, accidents, and employee injuries per established procedures.

Quality:

• Report customer complaints following the established reporting criteria.
• Respond to customer escalations and complaints to quickly resolve service issues.
• Responsible for participating in quality audits and complying with all established quality procedures.
• Participate in physical inventory counting as assigned.

Requirements

Education:

• High School diploma or equivalent preferred.

Experience:

• 1-2 years of clerical experience, preferably in a warehouse setting.

Knowledge, Skills, and Abilities:

• Commitment to safety as demonstrated through previous work.
• Personal accountability with a customer-focused sense of urgency.
• Good interpersonal and communication skills; possess good phone and email etiquette.
• Experience working in a team environment.
• Attention to detail and accuracy.
• Positive can-do attitude and good work ethic.
• Good organizational skills; ability to multitask; demonstrate flexibility.
• Working knowledge of Microsoft Office Outlook, Word, and Excel.
• Ability to stand, sit, bend, pivot, and lift up to 25 lbs. unassisted.
• Must be able to read, write, and comprehend English proficiently.
• Excellent attendance history.
• Willing to work flexible hours and weekends as required.