Customer Service Representative

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Job description

Description:

SUMMARY: The Customer Service Representative assists customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure excellent service standards and maintain high customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for processing customer orders. Follows up with Production/Shipping to ensure on time delivery.
• Responds to customer request for information, etc.
• Acts as a liaison between Quality, Production and the Customer when quality concerns arise.
• Prepares BOL and appropriate shipping documents as well as transmission of ASN, etc. where required.
• Contribute to team effort by accomplishing department goals.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open & interactive communication with internal/external customers.
• Collects Customer Scorecards and reports them to the Vice President of Sales & Marketing and Quality Supervisor.
• Provide accurate, valid and complete information.
• When necessary, coordinates refunds and/or exchange of goods and assists in the resolution of issues.
• Establish and maintain excellent relationships with customers.
• Maintains customer files and information in Syspro.
• Performs other duties as assigned

PM21

Requirements:

EDUCATION and/or EXPERIENCE:

• Previous office experience is preferred.
• Familiar with Microsoft Word & Microsoft Excel
• High school Diploma or equivalent

QUALIFICATIONS:

• Strong communication skills, both verbal and written are required.
• Ability to multi-task, prioritize and manage time effectively
• Attention to detail and accuracy
• Ability to retain and recall product knowledge
• Strong phone contact skills and active listening
• Mathematical Skills - above average mathematical skills are needed.

REASONING ABILITY:

Must possess excellent reasoning ability. He/she must be able to analyze problems, identify alternative solutions, select and implement the best alternative and communicate the logic behind the decision to others, both within and outside of the organization.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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