Customer Service Associate

The Customer Service Associate will interact with the company’s customers by addressing inquiries and resolving concerns.

MAJOR RESPONSIBILITIES:

• Interacts with both internal and external customers via telephone, email, or in person to provide support and information to all rep groups, on product or service.
• Ensures that appropriate actions are taken to resolve customers’ issues and concerns.
• Enters customer orders
• Maintains customer account records and records customer interactions with details of inquiries, concerns, or comments using company databases and software systems.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward them to the appropriate staff.
• Verifies shipping instructions on purchase orders and updates as needed.
• Prepares bills of ladings, packing lists, and labels on occasion.
• Coordinates with freight lines to schedule pick-ups, track shipments and resolve shipping issues and arranges for pickup and delivery of trade show equipment.
• Prepares credit memos on request to resolve billing matters. Credit memos are now generated with RMA’s
• Prepares reports, and statistics and makes recommendations concerning processing activities.
• Performs other related duties as assigned.

SKILLS/KNOWLEDGE/QUALIFICATIONS:

• Excellent written and verbal communication skills including active listening.
• Service-oriented and able to resolve customer concerns.
• Proficient computer skills with the ability to learn new software, including but not limited to MS Office and ERP systems
• Knowledge of, or ability to learn, a product, service, or area of customer service specialization.

EDUCATION AND EXPERIENCE:

• High School diploma or equivalent.
• Customer service experience required, preferably in the food equipment industry
• Some experience with the product or service assigned.