What are the responsibilities and job description for the Customer Service Representative position at Diversitech?
Job Description
Job Details
Job Title:
Customer Service Representative
Job Code:
CSR
Department:
Various Departments
Location:
Multiple Locations
Reports To:
Senior Manager of Customer Experience, Distribution Center Manager, or Operations Manager
FLSA Classification:
Non - Exempt
EEOC Classification:
Administrative Support Workers
Salary Grade:
Supervisory Responsibilities:
Yes No
Job Summary
The primary responsibility of the Customer Service Representative (CSR) is to respond to incoming customer inquiries over the phone, email, and customer portals. The CSR handles tasks such as resolving issues, providing information on order status, shipping, quality, sales, warranty, pricing and inventory confirmation, and other customer service concerns. This position primarily involves communicating with external customers and collaborating with internal Sales, Warehouse, Purchasing, MDM, PLM, Accounting, Information Technology, and Shipping staff to resolve issues. Additionally, the CSR will function as an Account Manager, nurturing relationships with to encourage ongoing feedback and exceptional customer service.
Essential Duties
- Resolves customer issues, PO validation errors, and problems within a specified timeframe.
- Assists customers with product applications and inquiries.
- Manages purchase order discrepancies promptly based on established deadlines. Gathers information to ensure accurate product lead times and order ship dates.
- Tracks shipments online.
- Notifies customers of credit denials.
- Initiates credit and return authorization requests.
- Initiates claims for lost or damaged freight.
- Promotes key products to achieve company sales and profit goals.
- Collaborates with field representatives to deliver exceptional service.
- Performs various administrative tasks such as data entry, electronic filing, etc.
- Participates in meetings (e.g. department and RSM) to discuss department updates, process improvements, goals, and initiatives.
- Handles pricing requests and conducts research on existing quotes (Corporate CSR only).
- Provides regular updates on Quarterly Business Report (QBR) on performance of territory (Corporate CSR only).
- Keeps abreast of industry trends and challenges to stay competitive and up to date.
- Performs other duties as assigned.
Qualifications, Skills, Abilities and Educational Requirements
Required
- High School Diploma/GED
- 5 – 7 years of experience in inside sales or call center
- Proficiency utilizing computer systems such as Microsoft Office Suite
- Strong analytical skills with the ability to resolve customer related issues with limited supervision
- Experience working in a fast paced and high-volume work environment
- Ability to multi-task and manage priorities in an efficient manner based on urgency, management, and customer requests
- Proactive “self-starter” with a strong attention to detail and organizational skills
- Exceptional communication skills, both verbal and written, enabling effective interaction with employees on all levels as well as customers
Preferred
- Bachelor’s degree in Business Administration or related field, or equivalent work experience
- JD Edwards experience
- Sage 100 and/or NetSuite experience
- OroCommerce experience
- Third – party retail experience
- Demonstrated skills in international customer service and shipping
- Bilingual in Spanish
Key Competencies
Inter-Relationships
Consistent interaction with all levels of corporate employees and field employees, especially warehouse, shipping, and outside sales team. Consistent interaction with customers. May interact with Purchasing, MDM, PLM, Accounting, and Information Technology departments.
Working Conditions and Physical Demands
Work Environment
This position works in a professional office setting. Requires the use of office equipment including computers, phones, and printers. Occasional overtime may be required.
Physical Demands
Demand:
Frequency
Hear
Frequent
See
Frequent
Repetitive Motions
Frequent
Sit
Frequent
Talk
Frequent
Type
Frequent
Stand
Occasional
Bend
Occasional
Stoop
Occasional
Reach
Occasional
Walk
Occasional
Physical Work
Percentage
Medium– 10 – 25 lbs
10 - 25%
Travel Required
Yes, 0 – 10%
