What are the responsibilities and job description for the Customer Service Representative position at Cvista LLC?
Manage the sales order process from receipt through to shipment. This position is the central link between the
customer, operations, and sales team to ensure customer's needs are met in the most efficient and cost-effective way.
Drive efficiency through constant communications with all applicable parties, internally and externally.
Responsibilities:
• Follow all Food Safety policies and procedures provided by FSMS as it pertains to the Customer Service Manager position.
• Adhere to cGMP and safety requirements.
• Interpret and analyze client schedules and prioritize. Check to ensure that appropriate changes were made to resolve customers' problems.
• Update and maintain accurate customer records, contracts, labeling, packaging and stock requirements.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Know how to diffuse a difficult situation and get resolution with the customer.
• Refer unresolved customer grievances to designated departments for further investigation.
• Confer with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
• Prepare invoices, debit and credit notes and process notifications and customers returns.
• Resolve customers' service or billing complaints, i.e. exchange/replace product, refund, billing adjustment.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Skills:
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Communication - Talking to others to convey information clearly and effectively. Knowing the best form of communications, i.e. email, phone
• Product Knowledge - in-depth knowledge of company products and programs
• Time Management - Managing one's own time and the time of others.
• Oral Expression & Comprehension - The ability to communicate information and ideas in speaking so others will understand as well as the ability to listen to and understand information and ideas presented through spoken words and sentences.
Required Training:
• Complete all training modules as defined in the HR Database
Experience and Education:
High School Diploma or Equivalence Certificate; 2-3 years of customer service and administrative experience.
Experience working in a Manufacturing environment a plus.
Physical Requirements and Work Environment:
Ambient room temperatures, lighting and traditional office equipment as found in a typical office environment. Exposure to production and or warehouse departments. Position requires ability to reach overheard, bend at the knees to file, grasp, push/pull, climb stairs and lift 25lbs.
