Position: Customer Service Representative

Reports To: Customer Service Director

FLSA Status: Non-exempt

SUMMARY: This position is for a dedicated service individual that is willing to make a personal commitment to meet and exceed customer expectations with each contact. This person must be enthusiastic, patient and have excellent problem solving and follow through skills while working in a fast paced environment. This position requires a high level of flexibility and the ability to maintain a positive attitude.

Essential Duties and Responsibilities:

▪ Receives and answers inquiries from customers by phone, fax, postal mail, and electronic mail concerning price, and availability as well as the application of products, services and programs.

▪ Provide exemplary service to consumers and/or sales representatives by responding to product inquiries and service inquiries.

▪ Tracks the progress of orders and communicates status to customers and/or sales representatives.

▪ Provides instructions for returning products, issuing return authorization numbers and return shipping labels when applicable.

▪ Prepares mailings of catalogs and promotional materials for customers.

▪ Thoroughly researches customer issues, complaints and comments and provides complete and timely resolution.

▪ Oversees order fulfillment activity for assigned accounts to provide the best service possible.

▪ Manages open order report for the assigned accounts and communicates any issues or updates as needed to these customers and/or sales reps.

▪ Strives to meet and exceed territory objectives by assisting sales team in promoting items and programs available to help drives sales.

▪ Helps to research discrepancies reported by customer or sales representative and search for win/win solutions.

▪ Contributes to team goals by accomplishing related results as needed.

▪ Consistently looks for opportunities to improve service.

▪ Other duties as assigned and necessary.

Order Processing

▪ Receives and enters orders from customers and sales representatives.

▪ Enters orders, by deadlines established within the department.

▪ Receives and processes order adjustments.

▪ Processes special request orders as need for internal and external customers.

▪ Other duties as assigned and necessary.

Experience/Education:

▪ Customer service experience,

▪ Attention to detail

▪ Good problem-solving skills,

▪ Documentation skills,

▪ Excellent listening and phone skills,

▪ Ability to analyze information and resolve conflicts,

▪ Ability to multi-task

▪ High Level of accuracy for data entry

▪ Associate’s Degree (A.A.) or equivalent from a two year college or technical school or two years experience in a manufacturing or distribution company with emphasis on customer service and/or public contact, or equivalent combination of education and experience.

PHYSICAL DEMANDS/WORK CONDITIONS:

▪ Requires working indoors in environmentally controlled conditions

▪ Frequently required to stand, walk, use hands and fingers to handle and feel, and reach with hands and arms.

▪ Stand or sit for prolonged periods of time

▪ Repetitive hand movement and fine coordination including use of a computer keyboard

▪ Occasionally lift and/or move up to 30 pounds