Customer Service Representative Foam

Summary

Provide excellent professional support services in dealing with the company’s customers, ensuring that inquiries about products, orders placed for products, and complaints are addressed in accordance with established practices, processes, regulations, guidelines and standards in a safe and efficient manner.

• Other duties may be assigned.
• Abide by, enforce and participate in the implementation and ongoing oversight of all company safety standards and regulations.
• Receive and process orders from customers.
• Obtain customers' names, addresses and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms or into systems.
• Verify customer and order information for correctness, checking it against previously obtained information as necessary.
• Review orders for completeness according to reporting procedures and forward incomplete orders for further processing.
• File copies of orders received, or post orders on records/systems.
• May be required to set‑up new product items or new customer accounts.
• Provide information directly or through systems to specific departments or units to prepare and ship orders to designated customers. May involve the handling of freight traffic control, such as normal and special scheduling to customers and several warehouses, rate quotes, damage and delivery claims/issues.
• Ensure that customer inquiries or complaints are resolved at first point of contact, unless specialized knowledge or further investigation is required.
• Assess inquiries, requests and complaints; provide information about products or services, receive or enter orders, cancel accounts or obtain details of complaints.
• Maintain records of customer interactions or transactions, recording details of inquiries, complaints or comments, as well as actions taken in the appropriate system (CRM/ERP).
• Ensure that appropriate changes were made to resolve customers' problems.
• Notify customers of claim/complaint investigation results or any planned actions/adjustments; refer unresolved customer grievances to designated departments for further investigation.
• Ensure that the company receives the benefit of revenues collected at the earliest opportunity by receiving and processing payments made and resolving inquiries within established processes.
• Perform general administrative support duties including responding to calls and inquiries from the general public, processing mail/messages/deliveries, participating in audit and inventory activities, sending/copying/transmitting documents, generating reports for review/use by managers/supervisors, etc. to ensure the smooth flow of work within the department and/or plant.

To perform the job successfully, an individual should demonstrate the following competencies:

Safety and Security – Observes safety and security procedures, determines appropriate action beyond guidelines, reports potentially unsafe conditions, uses equipment and materials properly.

Problem Solving – Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, works well in group problem‑solving situations, uses reason even when dealing with emotional topics.

Technical Skills – Assesses own strengths and weaknesses, pursues training and development opportunities, strives to continuously build knowledge and skills, shares expertise with others.

Customer Service – Manages difficult or emotional customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance, meets commitments.

Interpersonal – Focuses on solving conflict, not blaming, maintains confidentiality, listens to others without interrupting, keeps emotions under control, remains open to others' ideas and tries new things.

Oral Communication – Speaks clearly and persuasively in positive or negative situations, listens and gets clarification, responds well to questions, participates in meetings.

Team Work – Balances team and individual responsibilities, exhibits objectivity and openness to others' views,…