What are the responsibilities and job description for the Customer Service Representative 1 position at Industries of the Blind?
Position Overview
Performs activities engaged in the handling of orders and telephone inquiries of customers by receiving and responding to customer questions, investigating, and correcting errors, establishing records, and using appropriate tools including computers and calculators.
Essential Functions
Performs activities engaged in the handling of orders and telephone inquiries of customers by receiving and responding to customer questions, investigating, and correcting errors, establishing records, and using appropriate tools including computers and calculators.
Essential Functions
- Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
- Enters orders emailed to IOB into X3 Computer System.
- Represents IOB to external customers who place orders, request status, and make inquiries about our products.
- Monitors orders received via EDI are downloaded into X3 – SPS Commerce
- Prepares and prints the labels used in manufacturing.
- Manage Lions Club Orders – Taking orders, letting customer know when ready for pick up or shipping know its an order to ship and not pick up. Manages Lions Club customer list.
- Act as principle responder to inbound customer calls
- Evaluate and troubleshoot customer concerns/complaints and resolve to customer satisfaction.
- Work with Accounting to help resolve payment issues.
- Plan production schedule for Assembly and Pen Department by identifying items needing to be produced.
- Ensure a high level of customer satisfaction by responding to customers’ inquiries/requests about product timely, and maintaining complete and accurate records
- Receives and processes requests for orders and product information from customers
- Provides existing product quotations, customer reporting, and relays pertinent order information to customers
- Takes the lead in researching and resolving billing/inquires
- Uses X3 to work with internal and external customers to ensure orders shipped in a timely manner
- Creates work orders within X3 to aid in operational scheduling for manufacturing
- Communicate customer product complaints to operations
Work Experience
- 1 to 2 years Customer Service experience
- Excellent organizational, interpersonal, problem solving, written and oral skills
- Ability to work independently as well as a team member
- Ability to evaluate program plans and develop reports as required
- Experience with an automated tracking system. Working knowledge of computers and keyboard, with proficient skills in Microsoft Office products
- Minimum 2 years direct customer service preferred
Physical Demands and Work Environment
- Able to walk throughout the building
- Extensive computer work
- Sitting for extended periods of time
- Use external dexterities for an entire shift
Education
- High School Diploma
