What are the responsibilities and job description for the Customer Service Representative position at C. Cowles & Company?
Summary: Under the supervision of the Customer Service Lead, this non-exempt employee is responsible for Customer Service duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Responsible for direct customer contact, by phone, fax, mail or electronic mail in all areas relating to inquiries, order entry & status, pricing, product availability, scheduling, deliveries, packaging, shipping, and responding to customer questions.
- Responsible for order entry and invoicing for the Division, including online sales
- Process warranty transactions.
- Inform customers of current promotions and specials.
- Maintain sales records including invoices, credit information and shipping records.
- May work with inventory control, production and shipping personnel to confirm delivery dates or track missing/delayed shipments.
- Consult with outside sales representatives/managers on customers behalf.
- Must be able to communicate effectively with customers, outside salespersons and company personnel.
- AS400 experience helpful.
- Must be proficient in the use of Microsoft Office (Excel, Word) and Internet Access.
- Maintain equipment and work area in a clean and orderly condition.
- Follow prescribed safety rules and regulations.
- Work with accounting department Receivables
- Collections disputing fines from large retailers
- RGA process (due to customer complaints)
- Helpful if familiar with the EDI program (Electronic data Interchange)
- Perform other similar or related duties as required or directed.
Competency:
To perform the job successfully, an individual should demonstrate the following competencies :
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Business Acumen – Works under Management supervision to understand business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
- Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources.
- Innovation - Meets challenges with resourcefulness.
- Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions under Management supervision
- Planning/Organizing - Prioritizes and plans work activities.
Qualifications:
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.
Education/Experience:
Associates Degree from a 2 year college or Technical College; or one to two years related experience and/or training; or equivalent combination of education and experience.
Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Word Processing software; Inventory software and Order processing systems.
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. The noise level in the work environment is usually quiet.
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.
The employee must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include Close vision. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to finger, handle, or feel.
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