Customer Service Rep - FT

FAIT DISTRIBUTION SUMMARY

Fait Distribution is a family-owned and operated wholesale contact lens distributor and buying group. We pride ourselves in projecting a professional image to our customers that is both confident and enthusiastic. Our commitment to exceeding customer expectations and creating long lasting relationships is driven by our dedicated Associates.  Being part of a family-owned company like Fait Distribution is something special. We’re a close-knit company where Associates are valued and truly drive and make an impact on our success. There are always exciting and new opportunities for you to advance your career and grow within our company.  At Fait Distribution you will find a supportive and fast-paced environment with a fun work culture.

QUALIFICATIONS/ABILITIES: 

Work Skills/Experience

• High School Diploma or the equivalent in relevant work experience is required.
• Directly related customer-service experience is preferred. Product/market knowledge and data-base experience is a plus.
• Accurate documentation, order-taking, and phone skills.
• Multi-tasking skills required including being flexible and working well under pressure, easily adapting to change.
• Strong written and verbal communications, along with a positive attitude and a strong work ethic.
• Attention to detail that impacts profitability with a focus on quality and customer service.
• Expedient responses to customer inquiries achieved by listening, analyzing, thinking quickly and logically.
• Ability to stand and walk for a full-scheduled Distribution Center shift if requested—with ability to lift up to 50 lbs.

    Personal/Interpersonal Skills

• Team player attitude; personable, professional, with a high level of integrity.
• Conflict resolution in a professional manner by employing problem solving skills.
• High levels of personal accountability; and take responsibility for your own actions.
• Confidence and strive for high levels of accomplishment.

RESPONSIBILITIES – HOW THIS POSITION SUPPORTS THE VISION include the following, but are not limited to:

Tasks and Process

• Serve current and potential customers by answering product and service questions via phone, email, mail, live chats, or social media; suggest information about products and services, or answer questions regarding warranties or terms of sale.
• Receive and process phone, web or fax orders from customers utilizing the organization’s internal CRM/mainframe systems and customer purchase orders.
• Verify order accuracy through a manual/visual checking process.
• Process invoices and cancellations of orders as requested by the customer.
• Provide information on customer back orders as needed.
• Maintain customer records by updating account information.
• Resolve product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Act as a company gatekeeper.

Team Development/Support

• Engage in various activities within the customer service team as directed by the team leader(s).
• Contribute to the development and execution of the annual marketing business plan which will include customer service area goals and team metrics.
• Assist in any task requested by either the direct team leader or any person in management.  
• Aid in the efforts of maintaining a lean work environment.
• Work as a team with all functional work areas.
• Provide back-up support to other group members in the performance of job duties as required.
• Support the Distribution Center with tasks such as picking orders, shipping orders, processing inventory as needed.
• Adhere to all corporate policies, guidelines and statutory requirements and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area.

INDICATORS OF PERFORMANCE

• Points of Service adherence when taking phone orders.
• System generated reports indicating average or above performance order numbers.
• Within expected attendance % based on current attendance policy.
• Timely and Error-Free communications and order entry.
• Support within the Fait Distribution system and all departments, including support for the Distribution Center tasks when needed.
• DC support should meet or exceed the set productivity, and quality expectations.
• Friendly, expedient, and accurate service.
• Positive perception from co-workers, team leaders, customers, vendors, and/or suppliers, determined through surveys.

IMPROVING THE SYSTEM

All Fait Distribution Associates are responsible for documenting and fixing problems within the system. In addition, this role is responsible for improvement project participation, planning, communicating and implementing solutions where possible.

PERSONAL IMPROVEMENT

Fait Distribution will provide resources and support, relevant to the position, for education and training as needed.  It is the Associate’s responsibility to seek approval, schedule and participate in education and/or training that will prepare him/her for present and future needs. A post training recap may be required.