What are the responsibilities and job description for the Customer Service Representative position at Heartland Label Printers?
Description
POSITION SUMMARY
This position interacts with customers and sales representatives and provides exceptional service with a pleasant, professional demeanor. Provides information in response to inquiries about products and services, processes customer orders, and addresses concerns. This position also coordinates the flow of work within or between departments and provides assistance to the Customer Services Department as needed.
REASONABLE ACCOMMODATIONS STATEMENT
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
ESSENTIAL FUNCTIONS
- Provide timely information to Customers and Sales Reps in response to inquiries.
- Accurately enter customer purchase orders and provide follow up as needed.
- Process orders in a timely manner, paying special attention to rush requests.
- Update customer notes and shipping instructions as needed.
- Verify pricing and research any discrepancies
- Research and resolve billing discrepancies/short payments. Escalating to supervisor as necessary.
- Handle and resolve customer complaints/returns
- Complete and submit Credit Request Forms
- Review, check, and distribute all incoming orders
- Assemble and ship catalogs and marketing materials
- Batch sorting
- Maintain Credit Hold Order list
- Review daily CA shipments and advise of past due orders
- Other duties as assigned
Requirements
POSITION QUALIFICATIONS
Competency Statements
- Accuracy: The extent to which an individual’s work is correct and error free within company policies and guidelines.
- Adaptability: The extent to which an individual can fit into a changing work environment.
- Customer Oriented: A desire to serve both external and internal clients by focusing effort on meeting the clients needs, understanding their concerns, and seeking to build trust.
- Communication, Oral & Written: The extent to which an individual communicates with clarity, actively engaging in conversations in order to clearly understand others’ message and intent, and received and processes feedback.
- Detail Oriented: The ability to pay attention to all aspects of a situation or task, no matter how small or seemingly unimportant.
- Organized: The ability of the individual to be structured and methodical in working skills.
- Problem Solving: The ability to recognize courses of action which can be taken to handle problems or potential problems.
- Time Management: The ability to effectively utilize available time for the completion of necessary job tasks.
SKILLS & ABILITIES
Preferred Education:
- High School Diploma or GED; or
- Any other appropriate education as determined by management.
Preferred Experience:
- One to two years related experience
Computer Skills
- Must be proficient in the use of a PC and Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
Equal Opportunity Employer - Including Disabled and Veterans
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