Customer Service Representative

Job Description

Job Description

Description:

Since 1948 Follett Products, LLC has led the industry in designing and manufacturing high-quality, innovative ice storage bins, ice storage and transport systems, ice machines, ice and water dispensers, ice and beverage dispensers, and medical-grade refrigerators and freezers for the food service and healthcare industries.

Follett has an opportunity for a Customer Service Representative to join our Team!

Follett offers a robust benefits package to include medical, dental, and vision insurance; paid time off; paid holidays; retirement plan with company match, bonus incentive, and much more.

Job Summary :

The Customer Service Representative handles and processes customer queries for the quotation and purchase of spare parts and/or finished goods across Follett’s market segments including Health Care, Food Service, Workplace, and International markets. Responsibilities also include resolving customer complaints that may arise during the quote/order fulfillment process. 

Essential Functions:

· Maintains a positive, empathetic, and professional attitude toward customers (internal and external) at all times.

· Responds promptly to customer inquiries.

· Communicates with customers (internal and external) through various communication channels. 

· Works to develop a business-level understanding of the quote and order processes, including the difference in the various market segments with a focus on skill development.

· Works to develop a broad working knowledge of Follett’s product offerings within the market segments so that you can better answer product-specific questions. 

· Processes orders, forms, applications, and other requests, and keep records of customer interaction, transactions, comments, and complaints. 

· Acknowledges and resolves customer complaints (within your limit of authority) or escalates internally to be promptly handled.

· Communicates, collaborates, and coordinates with colleagues as necessary to accomplish established goals.

· Provides feedback on the efficiency of the customer service processes to improve performance.

· Ensures customer satisfaction and provides professional customer support.

· Performs projects and/or tasks as assigned by the Customer Service Manager or designate.

Requirements:

Qualifications:  

· High school diploma, or equivalent required.

· Previous business/office related experience preferred. 

· Strong communication skills with the ability to remain calm during stressful situations.

· Proficient with Microsoft Outlook with ability to learn various software/ERP systems.

· Ability to successfully complete required Customer Service training.

Working Conditions/Physical Requirements:

· Office setting (temperature controlled environment).

· Extended periods of sitting, occasional standing and walking.

· Occasional lifting/moving objects weighing up to 25 lbs.

· Regular use of hands and fingers to type on keyboard, operate computer mouse, use of telephone and various office equipment. 

· Extended periods of viewing computer monitor.

· Noise level in work environment: low to moderate.

Travel Requirements:

· Travel requirements: Minimal travel for training, business meetings, and customer support activities as needed.

If you are interested in the above opportunity, meet the position’s qualifications, and are looking for an exciting and challenging career with growth opportunities, then Follett is the place for you. Follett Products, LLC is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants.