What are the responsibilities and job description for the CUSTOMER SERVICE REPRESENTATIVE position at Durham Exchange Club Industries?
Job Type
Full-time
Description
POSITION SUMMARY
Perform production customer service for private, non-profit corporation.
Reasonable Accommodation Statement : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to help qualified individuals with disabilities perform the essential duties. For more information, contact Human Resources.
ESSENTIAL DUTIES, RESPONSIBILITIES AND EXPECTATIONS
- Work with production staff through Production Scheduling to coordinate activities to meet customer requirements and quality goals. Communicate new / additional production needs or changes in a timely manner.
- Regularly record positive and negative customer feedback and proper documentation of all customer complaints including issuing PCAR if needed.
- Act as customer service liaison handling all internal and external customer needs and requests.
- Respond to customer inquiries regarding status of orders, product selection, placement of orders for standard products or services, complaints (including returns), shortages and adjustments, expediting, order acknowledgements and requests for information.
- Enter customer orders into system to accomplish effective distribution of income to appropriate department to ensure proper movement of inventory and accurate shipping instructions.
- Resolve accounts payable issues on freight bills pertaining to shipment / receipt of customer-owned product.
- Analyze computerized data and generate reports as needed by production staff and management.
- Use database and / or spreadsheet programs to assemble data and reports in efficient manner.
- Generate and provide documentation to customers to facilitate delivery and payment for products.
- Assist department in streamlining production information and maintaining an integrated quality management system.
- Maintain inventory counts (through use of receipts, warehouse staff counts, production utilized items, etc.) for purchased and or consigned material to ensure production can be completed. Request needed materials or notify customer when materials are low.
- Act as an Internal Auditor and / or Document and Data Control Coordinator for ISO-registered quality management system.
- Work cooperatively and professionally with DECI staff, clients and outside business contacts. Maintain professional working relationship with customer representatives and business contacts.
- Follow applicable quality procedures and work instructions.
- Provide backup support in department and to front desk receptionist as needed.
- Other duties as assigned.
Requirements
QUALIFICATIONS
SKILLS & ABILITIES
Computer Skills : Exceptional Microsoft Office (Word and Excel) skills required; comprehensive knowledge in the use of spreadsheets.
Other Requirements : U.S. Citizen or U.S. work qualification
TRAVEL REQUIREMENT Minimum travel may be required for outside training or customer visits.
Salary Description
40,000 - $52,000 annually
Salary : $40,000 - $52,000
