Customer Service Rep II

Customer Service Representative

Job Category: Administrative Sales Workers

Location: Full Time

Department: Customer Service

FLSA Status: Non-Exempt

Reports To:

Salary:

Benefits: 401K match, 3-tier medical insurance plan, 2 tier Dental insurance plan, Vision Insurance, Pet Insurance, Employer paid life insurance, Critical illness, hospital indemnity & accident insurance, Tuition Reimbursement, PTO

Purpose: Responsible for providing exceptional customer service to our clients and managing day-to-day warehouse operations. Work closely with our sales and warehouse teams to ensure that all customer needs are met and all orders are fulfilled accurately and efficiently.

General Description: Respond to customer inquiries and provide accurate and timely information regarding product availability, order status, and shipment tracking. Receive, verify and process payments relating to point of sale orders. Perform point of sale order data entry and troubleshooting. Manage customer orders from receipt to delivery, ensuring that all orders are processed accurately. Answer and manage phone calls on a timely basis. Provide administration and sales support to field sales personnel. Identify opportunities to improve customer satisfaction and recommend solutions to address customer needs. Ensure compliance with all company policies and procedures related to warehouse operations and customer service. Liaise with operations departments as necessary to facilitate the fulfillment of local orders. Receive, research, respond, and, if necessary, assist other departments to solve, any and all customer service related issues, including delivery dates and order shortages. Route any relevant incoming mail, faxes or other correspondence to the appropriate destination point within the group, including electronic orders to be processed in a centralized manner. Provide certain administration/sales support to regional field sales personnel. Other duties as assigned.

General Requirements: 3-5 years of related experience in customer service, preferably in a warehouse or logistics environment. Excellent communication and interpersonal skills. Strong problem-solving and analytical skills. Knowledge of Microsoft Office Suite and experience working with inventory management systems. Ability to work in a fast-paced environment and manage multiple priorities. Computer focused to learn internal system as well as other web-based processing systems. Able to identify problems providing prompt resolution. Work with product returns, processing credits, submitting claims with shipping carriers. Multi-task; comfortable working with a fast paced environment; able to set priorities.

PHYSICAL(Employee must) - MENTAL(Employee must be able to) - ENVIRONMENTAL(exposed to)

R - Bent/Squat - F - Sit - F - Read - F - Write - R - Excessive noise

R - Crawl/Kneel - F - Stand - F - Comprehend - F - Do algebra - R - Moving machinery, heavy loads

R - Climb - F - Walk - F - Speak - F - Reason/Analyze - R - Marked temperature changes

R - Reach/Stretch - R - Push/Pull - F - Do statistics - F - Other calculations - R - Dust. Fumes, gases, radiation

R - Fine Dexterity - Other - Other - Other - R - Driving motorized equipment/cars

R - Carry/lift Load - Light (up to 25lbs) - Other - Other - Other

F = Frequently O = Occasionally R = Rarely