Job Description Click to collapse
Job Title: Customer Service Representative
Department: Operations
Reports To: Customer Service Manager
FLSA Status: Exempt

Summary:
The Customer Service Associate is responsible for coordinating and processing customer purchase orders into sales orders in an accurate, timely fashion. The Customer Service Associate will communicate with customers/consumers regarding order confirmations, shipping information, and other inquiries. Additionally, the Customer Service Associate will engage and manage new and existing partners, while also supporting the outside sales team.
Essential Duties and Responsibilities include the following:

• Enter orders sent via email or fax by customers/sales representatives into the ERP system accurately and in a timely manner.
  • Daily, check backlogs to ensure that orders are shipped out on time and orders are being assigned to correct facility/warehouse databases
  • Daily, notify customers when their orders are ready for pickup and supply information needed for them to arrange, and provide tracking information to customers when orders have been shipped.
• Respond to inquiries, questions and concerns to ensure good communication to ensure customer satisfaction.
• Provide order management such as order status, pick up information, tracking information, delivery status, product information, and price confirmation, over the phone and through email. Utilize phone, email, and web tools to communicate and present company offerings.
• Notify customers/sales representatives of any orders that will be shipping late before the order's due date.
• Serve as a liaison between Customers, Sales Representatives, Consumers, and internal departments as needed to resolve issues and ensure order accuracy and timely shipping.
• Provide sales support to the outside sales team, including communicating with customers on various orders and product related questions.
• Be a point of contact for new and existing accounts.
• Coordinate product returns, claims, and warranty issues.
• Prepare reports and assist with administrative duties and special projects as assigned.
• Develop a strategy to deliver sales targets and maximum customer satisfaction.
• Cross train among all positions in Customer Service to cover any position in department.
• Answer main phone and be able to answer any inquiries or transfer calls to correct person/department.
• Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualification Requirements:
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 accommodation may be made to enable individuals with disabilities to perform the essential function.
Education/Experience:

• High School Diploma required
• 2 years of Customer Service/Inside Sales experience
• Manufacturing experience a plus

Skills and Abilities:

• Outgoing personality with the ability to make outside sales calls via the phone
• Highly motivated self-starter with ability to drive for results
• Demonstrates a positive and proactive attitude
• Excellent verbal and written communication skills
• Customer service driven with excellent phone etiquette
• Strong organizational skills and strong attention to detail
• Ability to multitask and work in a fast-paced environment
• Excellent analytical and problem-solving skills
• Solid computer skills, including Microsoft Office products
• Ability to add, subtract, multiply, and divide in all units of measurement using whole numbers, common fractions and decimals

Physical Demands:
While performing the duties of this job, the employee is regularly required to sit and utilize a phone and computer. The employee is required to walk between the office and factory. The employee may be required to lift 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working in an office and factory environment, the employee may be exposed to fumes or airborne particles, moving mechanical parts and vibration.
Company is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.