What are the responsibilities and job description for the Customer Service Representative position at Hammond Mfg Co Inc?
JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE
Department: Customer Service
Reporting Manager: Customer Service Supervisor
Position Status: Full-Time
Classification Level: Non-Exempt
Revised: January 2021
POSITION SUMMARY: The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving complaints. The role involves processing orders, preparing correspondences and fulfilling customer needs to ensure customer satisfaction. The Customer Service Representative will assist customers to resolve problems such as lost shipments, shortages, freight charges, package tracking, and proof of delivery. They will maintain product knowledge of all Hammond product lines to provide answers to basic inquiries. This position will work under a moderate amount of supervision.
Essential Functions of the Position Include:
- Responds to inquiries regarding orders, pricing, stock levels, competitor cross references, and expedites.
- Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.
- Collects and enters orders for new or additional products or services.
- Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
- Ensures that appropriate actions are taken to resolve customer’s problems and concerns.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Other duties as assigned.
Position Qualifications:
EDUCATION: High school diploma or equivalent.
EXPERIENCE: Minimum of 1 years’ experience in a customer support position. Proven customer support experience and/or experience as a Customer Service Representative.
SKILLS:
- Excellent verbal and written communication skills including active listening.
- Service-oriented and able to resolve customer questions, concerns or issues.
- Proficient computer skills: MS Office (Excel & Word)
- Familiarity with CRM systems and practices.
- Ability to multi-task with a keen attention to detail.
- Self-directed and able to work independently.
- Positive attitude.
Revised 1.25.2021
Job Type: Full-time
Pay: $40,000.00 - $46,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- Monday to Friday
Experience:
- Customer service: 1 year (Required)
Ability to Commute:
- Cheektowaga, NY 14225 (Required)
Work Location: In person
Salary : $40,000 - $46,000