What are the responsibilities and job description for the Customer Service Representative position at DS Smith?
Customer Service is the act of taking care of the customers’ needs by providing and delivering professional, helpful, quality service and assistance before, during and after the customers’ requirements are met. Primarily responsible for providing effective customer service by processing orders received by mail, telephone, fax, E-mail or personally from customers utilizing excellent, in-depth knowledge of company products and services.
Areas of Responsibility:
- Follow and comply with established CSR SOP’s and maintain customer files.
- Enter and maintain product designs - prepare, compile, combine, and sort documents for data entry and check for completion and accuracy and gather any other necessary information before creation.
- Enter and confirm incoming customer manual orders
- Respond to internal and external customer enquiries and or complaints via email and phone
- Provide customers with quotes and product knowledge
- Receive, quote, enter, acknowledge, update, manage orders/accounts
- New Order process - ensure all files and necessary information is received to process order
- Track order progress - ensure all supplies, services and tools are ordered to meet due date
- Update customers with order status as required
- Maintain stock lines, warehoused inventory, and top-up min/max quantities (in conjunction with Supply Chain Manager)
- Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Send reports to Management as requested
- Perform general administration tasks or additional duties as assigned
