Customer Service Representative (CSR)

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Responsible for processing sales orders and invoicing customers for completed work orders using NetSuite (or equivalent ERP System.

· Maintain accurate invoices, work orders, and all other sales reports.

· Coordinate responses to all customer inquiries and complaints.

· Confer with production & marketing regarding shipping inquiries & complaints.

· Track delivery of products on-line.

· Deliver product orders to Arc Otsego locations.

· Work with the Business Development & Sales Coordinator, to  assist in creating, implementing, and tracking sales and marketing programs including new market/new product research and development, and outreach to prospective customers.

· Provide backup and support to Trainee Payroll Specialist, preparing and processing weekly trainee-worker payroll.

· Provide clerical support for all vocational programs and the Self Advocacy Group, this includes making copies, assembling packets, filing, purging, and other tasks as assigned by programmatic management staff.

· Greet visitors, staff, and trainees, issue visitor badges

· Maintain conference room schedules.

· Answer main phone line, page, and take messages, focusing on business etiquette and professionalism in all communications and messages

· Maintain and update phone directories and signage throughout the building.

· Sort and distribute office mail.  This includes going to other Arc locations to pickup/deliver mail.

· Maintain a clean and organized lobby area, ensure office supplies are organized, and office equipment is clean and maintained.

· Schedule all office equipment maintenance and repairs.

· Assist staff in operating and maintaining office equipment.

· Responsible for maintaining and ordering office supplies.

· Assure security of all confidential files and information on customers & individuals receiving services.

· Assure that safety devices and procedures are constantly enforced, complete AED checks and logs, assist with building fire drills

· This position requires a two week notice of voluntary resignation.

III.  KNOWLEDGE, SKILLS, AND COMPETENCIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

Knowledge Areas:  Administrative, office, and record keeping procedures; communicates effectively in English (e.g., spelling, grammar, punctuation, and vocabulary); basic mathematics; agency operations practices; office equipment (e.g., computers, printers, faxes), policies, and practices; telephone, office, and online etiquette; personal accountability; human resources compliance; supply management; purchasing processes; safety programs; various software programs and proprietary applications; ERP software, customer invoicing, customer service, appropriate communication methods, ability to work with individuals with varying ability levels.

Skills:  Time management skills; customer satisfaction-oriented, attention to detail; sense of urgency; remains flexible and adaptive as priorities shift; is proactive, well organized, and accepts responsibility;, follows regulations, policies, and procedures, compile, proofread, and verify data/reports; update and maintain files, maintain calendars, route mail, manage supplies, telephone messages, and visitors correctly; operate modern office equipment (e.g., copiers, computers, printers), complete customer

invoicing, multi-task, and function calmly in stressful situations; prioritize work to meet established deadlines; communicate effectively in verbal and written form; work with agency software and operating systems; build and maintain effective relationships with vendors and customers, agency staff; provide excellent customer service by ensuring individuals needs are fulfilled in an accurate, complete, and timely fashion by demonstrating courtesy, efficiency, and professionalism.

Competencies:

· Administrative Efficiency:  Demonstrates highly efficient time management skills; adept at multi-tasking to accomplish goals; performs activities in an orderly, efficient, and cohesive manner; puts things in their proper place for easy retrieval; keeps things systematic and simple. 

· Customer Service:  Consistently exceeds Individual and customer expectations; keeps Individuals and key staff well-informed, listens to them attentively, and addresses their concerns; enacts a personal approach to customer service; projects a professional image. 

· Interpersonal Skills:  Treats others with respect, collaboration, and support in such a way that work relationships are improved and morale is increased; is approachable, helpful, and trustworthy; communicates well with others.

· Organization:  Performs activities in an orderly, efficient, and cohesive manner; ensures work area, and related resources are consistently neat, well-organized, and properly stocked; puts things in their proper place for easy retrieval; keeps things systematic and simple.

· Record Keeping:  Maintains various Agency files, paperwork, and documentation to ensure compliance with standard business procedures and local, state, and federal law; retains documentation using hard copy and electronic formats; is well organized, accurate, and current.

· Teamwork:  Works with a spirit of collaboration; willing to assist other Team Members in order to ensure success; helps others without being asked; demonstrates consistency in working additional or irregular hours on short notice due to business needs.

· Cash Handling:  Conducts financial transactions involving cash, credit/debit cards, or employee/member discounts accurately and efficiently; operates the POS effectively; makes change, provides refunds, and issues receipts correctly; demonstrates integrity in all financial transactions.

IV.  SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities.

V.  QUALIFICATIONS

· Education and/or Experience:  High school diploma or GED. Experience in sales, marketing, and customer service. Past work experience with programs serving adults with developmental disabilities is desirable. Or a combination of education and experience that in the opinion of the agency meets the requirements of this position.

· Computer Skills:  Must be knowledgeable about Internet software, Microsoft Office components including Word, Office, Excel, and PowerPoint. Becomes knowledgeable and trained in the use of Therap for event reporting and ongoing communication; Vertex for Trainee Worker Payroll and Productivity; and Microsoft Dynamics ERP (or equivalent) for Order Entry, Invoicing, and Inventory Management.

· Certifications, Licenses, Registrations:  Must possess a valid NYS driver's license and an acceptable driving record. Successful completion of all required agency training.

· Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Physically able to bend/stoop, squat, push/pull, reach above/below shoulder level.

· Regularly required to sit for long periods of time, walk and stand.

· Talk or hear both in person and by telephone.

· Must be able to independently lift and/or transfer, push or pull up to 25 lbs. No lifting restrictions. Must have adequate vision, speaking and hearing ability, with or without correction, to be constantly aware of, detect, and able to respond to each individual's needs when not in immediate vicinity.

· Specific vision abilities required include close vision, color vision, and ability to adjust focus.

· Use hands respectively to finger, handle, feel or operate office equipment.

· Ability to ambulate; reach with hands and arms

· Ability to operate a computer and software programs.

VI.  WORK ENVIRONMENT

The work environment characteristics described here are representative of that an employee comes across while performing the essential functions of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Located in a busy, open area meeting people on a regular basis.
• Works with household cleaning solutions.
• Regularly exposed to work near moving mechanical parts.
• The employee is regularly exposed to dusty conditions.
• The employee is regularly exposed to varying temperature levels.
• The employee is regularly exposed to high noise environments.
• 75-90% of work is performed indoors, 10-25% outdoors.
• Works with electric/hydraulic/manual lift/ramp equipment, and office equipment.
• Wear proper Personal Protective Equipment at all times.
• Responsibilities occasionally may require an adjusted work schedule including overtime.

Americans with Disabilities Act: Reasonable accommodations will be made in compliance with the Americans with Disabilities Act of 1990, and ADAAA of 2008.

Occupational Safety and Health Act: Exposed to human body fluids, airborne agents, household chemicals. May be exposed to contagious diseases.