Customer Service Representative

Essential Duties and ResponsibilitiesManage incoming phone calls, emails, and other forms of communication to address the needs of our customersMaintain a positive, empathetic, and professional attitude towards customers at all timesProcess incoming quotes, orders, and returns (phone, email, fax, web, other) by entering into our ERP software, in a timely, accurate, and efficient mannerInput data from customer calls, emails, orders, etc. into the CRM systemManage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiencyRecommend possible products to meet the customers’ needsPrepare reports by gathering data collected during customer interactionsBuild a positive rapport and customer loyalty with new and existing customers through exemplary serviceProcess new customer account requests with proper and timely paperwork completion and pleasant, professional communicationCoordinate logistics of daily shipments to specific customersCoordinate production schedule to customersUpdate customers as needed with order status and confirmationsProcess customer credit card payments via our ecommerce platformAssist with any billing or shipment questionsTroubleshoot Exception Notices received from UPS by contacting customersSubmit customer requests for Certificate of Analysis, Safety Data Sheets, etc.Collaborate with other departments to provide the best service to customers through effective teamingSupport Sales and Marketing staff as needed through CSR functionsOther duties as assignedRequired Skills and/or AbilitiesExceptional interpersonal and communication skills, including active listening and clear articulationStrong problem solving and conflict resolution skillsProficient computer skills – Windows Office programs (Outlook, Excel, Word)Ability to build relationships with customers, vendors, and coworkersExcellent interpersonal, verbal, and written communication skillsMust be able to follow instructionsStrong organization and time management skillsSelf-motivated and able to work independently and in a team settingEducation and ExperienceHigh School diploma or equivalent, requiredPrevious customer service experience in a manufacturing setting a plusExperience with ERP and CRM software is desirable #J-18808-Ljbffr AP NONWEILER CO INC