What are the responsibilities and job description for the Customer Service Representative position at Madix, Inc.?
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Essential Functions
Confer with customers by telephone in order to provide information about products to take orders or cancel accounts. Identify and assess customers' needs to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid and complete information by using the right methods / tools. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers. Follow up customer calls where necessary. Enter new customer information into system. Identify and escalate priority issues. Route calls to appropriate resource.
Job Knowledge, Skills & Abilities
Excellent verbal and written communication skills. Problem analysis and problem solving. Organizational skills. Attention to detail. Judgment. Adaptability. Teamwork. Stress tolerance. Customer orientation and ability to adapt / respond to different types of characters. Ability to multi-task, prioritize, and manage time effectively.
Customer Service Levels
- Level 1 = Basic Microsoft office, CRM, SAP & data entry skills along with heavy administration needs
- Level 2 = Level 1 plus, Intermediate Microsoft office skills, Customer facing, Quoting smaller store takeoffs
- Level 3 = Level 1-2 plus, Quoting medium size store take offs, downloading / exporting SAP data to Excel spreadsheets for data entry or reporting, and more complex needs
- Level 4 = Levels 1-3 plus, Quoting larger size takeoffs (retail / grocery / military), reporting and review contracts. Heavily involved in Conference / Team Calls with the customer, TSM and RM.
Education and Experience
High school diploma or equivalency certificate. Two to four years customer service related work experience.
Work Environment
Generally 8 hour days, 5 days a week, indoors in a controlled environment. Occasional overtime required when necessary.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Madix Inc. is an equal opportunity employer.
Benefit Details
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
