What are the responsibilities and job description for the Customer Service Representative position at International Control Services, Inc.?
Job Description
POSITION SUMMARY
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Items listed below are to be done to assist for all accounts within the Sales Department.
Essential Functions:
Enter orders
Date changes. This has been updated to where date changes will only be done on the first Monday of the month with the new open order report for that week.
Load quoted cost after BM has completed quote and sent to customer.
Pick tickets
Format Open Order reports and save in the files on the Q drive
Filing
New orders entered
Bill of ladings
Paperwork from what had shipped the previous day
Moving orders from open to closed when applicable
Cycle through closed orders for files older than 1 year that can be boxed and taken to Mezzanine
Maintain Open and Closed Order files are kept in order
1st by Customer
2nd but Macola Order number
RMA
Create in Macola and Synergy
Credit / re-bill after CSR gets PO
Synergy update
Macola close RMA number when done shipping
Review every two weeks for RMA numbers created but not received. Sent to CSR to validate with customer if RMA number is still needed or can be cancelled in Macola and Synergy.
Special projects may occur from time to time.
ESSENTIAL FUNCTIONS
- Know the customers products and accounts, orders, and delivery dates to communicate that information to necessary departments for production purposes and meet on-time delivery goals then communicate schedules to the customer for best delivery dates and expected delays.
- Confer with customers to take orders or cancel accounts, or to obtain details of complaints and keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Resolve customers' service or billing complaints, check to ensure that appropriate changes were made to resolve customers' problems.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Receptionist / CSR I
POSITION QUALIFICATIONS
Competency Statement(s)
- Proficient in Microsoft Office Suite, Excel, Access, SQL data base reporting function.
- Multitasking is necessary for the handling of special projects and customers at the same time.
- Understanding customer communication and dynamics and having a strong sense of urgency to meet their needs.
- Able to lift up to 40 lbs. and stand and/or sit for long periods of time.
- Education & Experience: Associate's degree or high school/ GED equivalent with exceptional computer skills and related work experience.