Senior Customer Service Representative

Description

Position Summary:

The Senior Customer Service Representative is a key member of our team, responsible for ensuring exceptional service and seamless communication between customers, sales representatives, and internal teams. This position plays a vital role in managing customer inquiries, providing product and service information, resolving issues, and delivering outstanding customer experiences. In addition, the Senior CSR identifies sales opportunities, supports leadership as a backup to the Customer Service Manager, and helps streamline processes across departments.

The Senior CSR also contributes to the development and maintenance of critical business systems and tools, driving operational efficiency and improving service delivery across the organization.

Roles and Responsibilities/ Essential Functions:

Core Values Support:

• Demonstrate integrity and consistency in all interactions, ensuring the company’s Core Values are reflected in service delivery, team collaboration, and customer interactions.

Customer Service Excellence:

• Respond to customer inquiries in a timely and professional manner, providing accurate information about products, services, and orders to ensure customer satisfaction.
• Inform customers in advance of potential issues with their orders (e.g., delivery delays or inventory issues) to maintain a positive customer experience and manage expectations.

Sales Support:

• Identify sales opportunities to meet customer needs while contributing to overall company growth.
• Collaborate with Strategic Sales Representatives for management of house accounts and other accounts as assigned.
• Assist in efforts to regain business with dormant accounts by identifying opportunities for re-engagement.

Issue and Complaint Resolution:

• Address customer complaints, returns, and order discrepancies promptly, ensuring effective resolution and escalating issues when needed.
• Support the identification of root causes for recurring issues and contribute to the development of countermeasures to prevent future problems.

Billing & Payment Management:

• Assist in resolving billing discrepancies, short payments, and other financial issues, collaborating with sales, accounting and accounts as needed.
• Work with accounts and customers on credit requests and manage the Credit Hold Order list to ensure timely resolution of financial issues.

Leadership Support:

• Serve as a key point of contact and support for the Customer Service Manager in their absence, handling escalated customer issues and managing day-to-day operations as needed.
• Support the management team by maintaining high standards of service and team productivity in the manager’s absence.
• Aid in the training and mentoring of customer service team members on processes and procedures. 

Cross-Departmental Coordination:

• Work closely with teams in Sales, Operations, Scheduling, Shipping, and IT to coordinate workflows, ensure on-time deliveries, resolve customer issues, and ensure smooth operational processes.
• Facilitate communication between departments to resolve customer-related issues quickly and efficiently.

Systems & Process Improvement:

• Contribute to the development, enhancement, and maintenance of systems, tools, and processes that drive operational efficiency and improve the customer experience.
• Assist with the integration of new systems or technology as needed, ensuring smooth transitions and effective use.

Other Duties as Assigned:

• Take on additional tasks and responsibilities as required, contributing to the overall success of the customer service department and company operations.

KPI’s:

• Customer satisfaction: Ensure high levels of customer satisfaction, as measured by surveys, feedback, and repeat business.
• Issue resolution timing: Maintain quick resolution times for customer issues and complaints, aiming for high efficiency in all aspects of service delivery.
• Project and Annual Objective Delivery: Deliver projects, objectives, and KPIs as outlined by leadership, with adjustments made annually based on business needs.

Competencies:

• 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 client's 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. 

Requirements

Required Skills, Education and/ or Certifications: 

• Must be proficient in the use of a PC and Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
• High School Diploma or GED

Preferred Skills, Education and/or Certification:

• Associates / Bachelor’s degree in Business or related field. 
• Any other appropriate education as determined by management.

Preferred Experience:

• Five years of related experience