Customer Service Representative

Reports to: Customer Service Lead/Customer Service Supervisor

Summary

Carries out all customer service activities such as responding to inquiries, processing orders, handling complaints and shipping and receiving functions in a prompt, courteous and effective manner. Other responsibilities include phone duties, greeting visitors, scheduling and other clerical duties as directed.

Responsibilities include, but are not limited to:

Customer Service

• Process and input all customer orders.
• Generate all related paperwork and necessary information required for customer work orders, check all orders for special requests, and post inventory records.
• Coordinate special, last minute shipping requests with the Transportation and Operations Departments, expediting any order as necessary.
• Keep and verify records of incoming and outgoing shipments and prepare items for shipment.
• Determine method of shipment by utilizing knowledge of shipping procedures, rates and routes.
• Trace orders as required and notify customers of any activity concerning their order.
• Ensure proper invoicing of accounts by verifying computer-generated invoices.
• Maintain damage records, follow up with appropriate parties for proper notification of these records.
• Handle returned merchandise in an efficient manner.
• Must be willing to travel to other local Tyler facilities as needed.

Relationship Building

• Foster excellent working relationships with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc., in a courteous and efficient manner.
• Report customer feedback to management, including any signs of customer dissatisfaction.
• Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing, orders, shipment status, etc.

Clerical

• Oversee all documentation associated with orders and maintain the corresponding files.
• Maintain a current and accurate procedures manual that details the processing requirements for each account.
• Respond to customer inquiries via phone and e-mail.
• Answer phone calls and operate various types of office machines and computers necessary to perform duties. Effectively correspond with customers as required.
• May be required to perform only receiving or shipping activities and be referred to as a Shipping/Receiving Clerk.

Direct Reports

No

Qualifications

• Minimum High School Diploma, GED.
• 1-3 years customer service experience.
• Excellent organizational and communication skills required. Keen attention to detail, sense of urgency and ability to prioritize required.
• Ability to complete bills of lading (BOL’s).
• Must be able to estimate weight, and use the information to calculate the cost of shipping.
• Must be proficient in MS Office.
• Ability to multitask.
• Must be available and able to work overtime as the business dictates.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• This is largely a sedentary role; however, some filing is required. This would require the ability to lift and/or move office equipment and files ranging anywhere from 5 – 15 lbs.,

• Fine hand manipulation – typing, writing

• Must be physically able to open filing cabinets and bend, stand, balance, stoop or twist as necessary.
• While performing the duties of this job, the employee is regularly required to talk, listen and hear on the phone for long periods of time.
• Vision abilities required by the job include close vision and distance vision.
• Ability to walk around the warehouse to gather information (seldom walking)
• Maybe required to travel to other Tyler locations – must be able to operate his/her own motor vehicle