What are the responsibilities and job description for the Customer Service position at Coastal Employment?
Job Position: Consumer Service Representative
This is a career opportunity for a professional and reliable Customer Service associate.
About the Role:
We are looking for a Consumer Service Representative to work in our Early Branch, SC office in a fast-paced environment.
Key Responsibilities:
- Answer and respond to inbound phone calls relating to back orders, estimated time of arrivals, and sales order fulfillment.
- Handle some outbound calls to assist with customer inquiries.
- Navigate resources and solve inquiries relating to consumer needs and inquiries.
- Manage consumer and company personnel inquiries both telephonically and through other forms of communication.
- Research required information using available resources while adhering to written procedure, guidelines, and resource tools.
- Provide consumers with product and service information relating to sales order/warranty replacement fulfillment and on-time sales order/warranty replacement fulfillment processing.
- Identify and escalate priority issues.
- Generate open order line reports and monitor reports daily to ensure 100% on-time fulfillment and manage CEM cases.
- Research estimated times of arrival for stock not reserved and obtain up-to-date delivery dates from Planning & Procurement.
- Operate multiple computer software applications in order to search for resources tailored to meet customers' needs.
Requirements:
- 3-5 years direct consumer service experience in a Wholesale/Retail environment (a plus).
- Must have a High School Diploma.
- Must be proficient using Microsoft applications, including operating multiple applications simultaneously.
- Employ strong active listening skills while typing and conversing with customers and company personnel.
- Communicate with a positive, professional, empathetic, and customer-focused demeanor.
- Approach tasks with a results-oriented mindset to meet performance standards and achieve goals set by the Manager.
- Work as a team player interacting with personnel in all departments.
