Customer Service Representative

SUMMARY

Processes incoming customer orders/sample orders, prepares quotes, addresses inquiries, provides follow-ups, and assists with problem resolution. Supports field sales representatives in achieving superior customer satisfaction for maximum growth.

RESPONSIBILITIES

• Receives and processes sales orders and sample orders received by telephone, fax, mail, or electronic services in an efficient and expedient manner
• Prepares and forwards order acknowledgements
• Responds to general inquiries from customers and sales representatives related to orders, products, literature, shipping and delivery, availability, packaging, and ETA’s
• Works closely with sales representatives to be proactive in meeting customer needs and keeping them informed of all activities associated with their accounts
• Supports customer relations and assists with problem resolution in a timely and professional manner
• Interacts and works with Technical Service to resolve customer complaints through the process within specified timeframe
• Recommends alternate products when possible, and refers customers to technical services or sales for assistance when needed
• Proactively monitors and keeps customers and sales advised of shipment dates, production schedules, delivery dates
• Assist shipping with efforts to maintain quality service by maintaining updated shipping and packaging requirements
• Works in coordination with the team and is responsible for picking and billing of orders
• Updates and inputs all customer related information into NAV
• Prepares and runs reports through NAV and performs special projects as requested
• Maintains Customer Service Processing Manual

QUALIFICATIONS

• High School Diploma or Associate Degree with two years related experience and/or training; or equivalent combination of education and experience.
• Demonstrates attention to detail.
• Identifies and resolves problems in a timely manner.
• Maintains confidentiality.
• Writes clearly and informatively.
• Understands business implications of decisions.
• Completes tasks correctly and on time.
• Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Reacts well under pressure and demonstrates accuracy and thoroughness
• Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures.
• Ability to write reports and business correspondence.
• Ability to effectively present information and respond to questions from managers, clients, and customers.
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages.
• Ability to solve practical problems and deal with a variety of concrete variables.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or table form.
• Should have knowledge of Order Processing software; Word Processing software; Spreadsheet software; Internet software; Project Management software and Contact Management systems.

COMPENSATION:$25/hr.