Customer Service Rep 1

Essential Duties and Responsibilities:   

• Receives and answers inquiries from customers by phone, postal mail, and electronic mail concerning price, and availability as well as the application of products, services and programs.

• Provide exemplary service to consumers and/or sales representatives by responding to product inquiries and service inquiries.

• Tracks the progress of orders and communicates status to customers and/or sales representatives.
• Provides instructions for returning products, issuing return authorization numbers and return shipping labels when applicable.
• Prepares mailings of catalogs and promotional materials for customers.
• Thoroughly researches customer issues, complaints and comments and provides complete and timely resolution.
• Oversees order fulfillment activity for assigned accounts to provide the best service possible. 
• Manages open order report for the assigned accounts and communicates any issues or updates as needed to these customers and/or sales reps.
• Strives to meet and exceed territory objectives by assisting sales team in promoting items and programs available to help drive sales.
• Helps to research discrepancies reported by customers or sales representative and search for win/win solutions.
• Contributes to team goals by accomplishing related results as needed.
• Consistently looks for opportunities to improve service.
• Other duties as assigned and necessary.

• Order Processing

• Receives and enters orders from customers and sales representatives.
• Enter orders, by deadlines established within the department.
• Receives and processes order adjustments.
• Processes special request orders as needed for internal and external customers.
• Other duties as assigned and necessary. 

Experience/Education: 

• Customer service experience,
• Attention to detail
• Good problem-solving skills,
• Documentation skills,
• Excellent listening and phone skills,
• Ability to analyze information and resolve conflicts,
• Ability to multi-task
• High Level of accuracy for data entry
• Associate’s degree (A.A.) or equivalent from a two year college or technical school or two years experience in a manufacturing or distribution company with emphasis on customer service and/or public contact, or equivalent combination of education and experience.

• PHYSICAL DEMANDS/WORK CONDITIONS:
• Requires working indoors in environmentally controlled conditions

• Frequently required to stand, walk, use hands and fingers to handle and feel, and reach with hands and arms.
• Stand or sit for prolonged periods of time
• Repetitive hand movement and fine coordination including use of a computer keyboard
• Occasionally lift and/or move up to 30 pounds