CUSTOMER SERVICE REPRESENTATIVE

Description

Job Summary:

We are seeking a dedicated and personable Customer Service Representative to join our team. The successful candidate will be responsible for handling customer inquiries, resolving complaints, and providing information about our products and services. The ideal candidate will be a problem solver with excellent communication skills and a passion for delivering exceptional customer service.

Essential Duties and Responsibilities:

• • Respond promptly to customer inquiries via phone, email, and chat.
  • Provide accurate, valid, and complete information by using the right methods/tools.
  • Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
• Problem Resolution:
  • Identify and assess customers’ needs to achieve satisfaction.
  • Troubleshoot product or service issues by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Documentation and Reporting:
  • Keep records of customer interactions, process customer accounts, and file documents.
  • Prepare and disseminate reports as required.
• Product Knowledge:
  • Maintain an in-depth knowledge of our products and services.
  • Stay updated on product changes and enhancements to provide accurate and current information to customers.
• Team Collaboration:
  • Work with the customer service team to ensure overall customer satisfaction.
  • Communicate and coordinate with internal departments to resolve customer issues and improve service processes.

Qualifications

Minimum Requirements:

• Bachelor's degree in Business Administration, Marketing, or related field preferred.
• Proven experience in customer service, account management, or sales, preferably in a wholesale or distribution environment.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
• Proficiency in CRM software and Microsoft Office suite.
• Problem-solving mindset with a proactive approach to finding solutions.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Knowledge of wholesale and retail industry practices and trends is a plus.

Work Environment and Physical Demand:

• Requires light physical effort.  Occasionally lifts or moves light objects (under 10 lbs.).
• Walks, sits, or stands for prolonged periods.
• Requires prolonged machine operation including computer and keyboard equipment.

This job description is intended to be generic in nature and describe the essential functions of the job.  It is not necessarily an exhaustive list of all duties and responsibilities.  The essential duties, functions and responsibilities, and overtime eligibility may vary based on the specific tasks assigned to the position.