What are the responsibilities and job description for the Customer Service Representative position at Dreumex USA?
For 70 years, Dreumex has been a leading manufacturer of innovative, heavy-duty hand cleansing and hand care products. Dreumex USA, Inc. merged with Gent-L-Kleen Products in the United States; allowing Dreumex to further expand its industry reach with disinfectant wipes and hand cleaner wipes.
We are in search of a Customer Service Representative to manage customer interactions, perform order processing, receive and process complaints, complete select operational activities, make warm calls, and provide ideas on process improvements. In-office experience is required.
Key Job Duties:
Customer Interactions
- Promptly answer incoming calls
- Assist customers with product or service questions through various channels
- Suggest information about products or services during customer interactions
- Acknowledge and record customer complaints in system, categorize and notify proper channels
- Update CRM system with customer interactions, as needed
- Maintain a positive, empathetic and professional attitude toward customers at all times
Order Processing
- Send confirmations to customers upon receipt of order
- Input customer orders into system and review for accuracy
- Update pricing on orders for special quotes
- Enter customer-specific shipping instructions into the system
- Process cancellation requests and returns
- Invoice orders daily
Operations
- Stay up-to-date on the status of freight shipments and freight claims related to customer shipments and request follow ups, when necessary
- Coordinate with colleagues as necessary
- Prepare reports by collecting and analyzing performance metrics
General
- Provide feedback and improvement ideas on the customer service process
- Make cold/warm calls to build the sales funnel
- Support sales team with account support regarding orders and tracking
- Greet facility visitors warmly and provide direction
- Other tasks as assigned by the Office Manager or General Manager
Knowledge, Competences and Experience Requirements
- High school diploma, general education degree or equivalent
- Excellent communication skills
- Adaptable to support a small business office
- Ability to stay calm when customers are stressed or upset
- Attentive to details and able to take direction from sales team
- Advanced in using computers along with Microsoft Office programs (Outlook, Office, Excel)
- Ability to multi-task, prioritize and manage time effectively
- Experience in automotive and/or janitorial/industrial supply industry a plus
- Experience working with Amazon Vendor Central a plus
What We Offer:
- Comprehensive health, dental, vision and life insurance - short waiting period
- Short-term and Long-term disability insurance available
- 15 vacation days per year on an accrual basis; 1 day added annually on anniversary date
- Life insurance
- Aflac offered
- Retirement plan - We deposit 3% of your salary every pay! You don't need to contribute.
- 8 paid holidays
Job Type: Full-time
Pay: From $41,600.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Experience:
- Customer service: 1 year (Required)
- Telemarketing: 1 year (Preferred)
Language:
- English (Required)
- Spanish (Preferred)
Shift availability:
- Day Shift (Required)
Ability to Commute:
- York, PA 17406 (Preferred)
Work Location: In person
Salary : $41,600