Job Summary: The Customer Service Representative will address inquiries and resolve issues from the company’s customers by providing a high level of support on products, orders, or other service inquiry.
Duties/Responsibilities:
Provide excellent customer service by performing various functions, including, but not limited to:
- Receive sales orders by email or phone
- Review, enter, and confirm order
- Collaborate with other departments, as and when needed
- Give customers timely updates on order status
- Document and process customer complaint, product return or replacement
- Respond in a timely manner to customer inquiries in relation to pricing, availability, packaging, or shipping
- Draft correspondences, reports, Bids, and email announcements professionally and efficiently
- Prepare and record contracts and balance reports
- Accurately update and maintain department records, including customer database
- Be proactive and initiate follow ups
- Fill in for other Customer Service Reps
- Provide support to Sales Reps (sample requests, RFQs, contracts, reports, or sales orders entry)
- Perform other duties as assigned
Skills/Abilities:
- Strong organization and time management skills
- Pay attention to detail
- Work independently as well as with others with minimal supervision
- Able to receive and execute directions and instructions efficiently
- Excellent listening, writing and verbal communication skills
- Adapt to shifting priorities to meet deadlines
- Apply basic mathematical computations, critical thinking, common sense, practicality, and logic to resolve customer issues
- Must be willing to work flexible hours on occasion or as requested
- Proficiency with programs and systems, particularly Excel spreadsheets and ERP (Sage)
Education and Experience:
- At least 1 year of experience in a customer service position
- At least 2 years of college coursework
- Experience with an ERP software and system preferred