Customer Service Representative

This position requires an individual with a customer-centric mentality. Team members are responsible for interacting with customers to provide and process information in response to orders, inquiries, concerns and delivery information.

Reports to: Customer Service Manager

Schedule: Monday through Friday

7:00 AM – 4:00 PM

Duties and Responsibilities

Process orders received by mail, telephone, fax, E-mail or in-person by performing the following duties.

Inform customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer

Print documents and forward to the Customer Service Manager for review

File copy of orders received

Follow up on orders to ensure delivery by specified dates

Resolve customer complaints

Confer with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments

Answer questions from customers or individuals on product or direct them to the person that is able to assist them

Maintain customer name and address data base

Responsible for sending new pricing, with the correct multiplier, to all customers

Other Duties may be assigned

Education

High School diploma or general education degree(GED); or one to three months related experience and/or training: or equivalent combination of education and experience.

* Qualifications*

To perform this job successfully, an individual must be able to perform each essential duty listed below. These qualifications are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills

Ability to read and interpret documents such as procedure manuals, work instructions, software manuals

Ability to write routine reports and correspondence

Excellent communication skills, good grammar, voice and diction

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several variables in standardized situations.

Other Skills and Abilities

Basic computer and keyboarding skills including 10-key

Must be familiar with commom software packages such as Microsoft Word and Excel

Must become familiar with all products and customer base

Excellent customer service skills (friendly, courteous, and helpful)

Certificates, Licenses, Registrations

None Required for this position

Work performed in an office environment primarily seated at a desk. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required. May include lifting up to 25 pounds on occasion.