What are the responsibilities and job description for the Customer Service Representative position at AGRI-FAB INC?
Agri-Fab is looking for a day shift Customer Service Representative
Agri-Fab is a leader in the lawn and garden marketplace with shipments reaching around the globe. As successful as Agri-Fab has become, the core goals has not changed; provide a reliable source of employment for the community.
Agri-Fab offers affordable on-site childcare, two weeks of paid time off, and a comprehensive benefits package focused on wellness rewards along with 401(k) and company paid life insurance.
And that is just the start! Other benefits include tuition reimbursement, earned wage access, discounts, 10 Paid Holidays, and more!
Purpose: A Customer Service Representative acts as an effective verbal communicator solving problems and making decisions to satisfy the company’s customers while also protecting the company. This position will be responsible for but not limited to the below responsibilities.
Essential Functions
Required but not limited to:
- Answer incoming calls
- Respond to incoming mail/emails/cases in a timely manner
- Issuing Return Authorizations to companies/customers returning products
- Enter delivery ticket cases and collect as much information for the delivery issue, issuing return authorization if necessary and assist Delivery Issue Case assignee with any required needs
- Salesforce Service Console standard work, answering cases, entering person accounts (General Questions, Product Questions (AF, TerraKing, Craftsman, DeWalt, GroundWorks), Chatbot Cases, Contact us Cases)
- Responsible for working Missing and Defective Parts Cases
- Enter parts orders and unit orders from stores when calling in
- Submit 2-4 Salesforce knowledge articles a week
- Manage the inbound fax routing for customer care/sales departments
- Mail/Fax all manuals, catalogs, warranty information and distributor lists (as needed)
- Salesforce Service Console standard work, answering cases, entering person accounts
- Works overtime, including weekends and holidays, as required
- Follows all standard work and work instructions
- Displays appropriate sense of urgency in communicating concerns (safety, quality, etc…)
- Ability to work in Parts and Service as demand requires
- Will fill in at the front desk when main receptionist is gone
