What are the responsibilities and job description for the Customer Service Representative position at Portwest?
PORTWEST, a leading global manufacturer of safety wear, workwear and PPE is currently seeking applications for the position of Customer Service Representative in our office in Shepherdsville, Kentucky
Portwest is one of the fastest growing workwear companies in the world currently employing over 5,300 staff worldwide, with customer service staff in over 130 countries and 11 Global warehouses in UK, Ireland, Italy, Poland, Spain, UAE, USA and Australia. We design, manufacture and distribute market leading workwear, safety wear and PPE in fully owned production facilities.
JOB TITLE: Customer Service Representative
EMPLOYMENT STATUS: Full-time
REPORTS TO: Office Manager
JOB SUMMARY:
As part of the wider Customer Service Team, the Customer Service Representative is responsible for handling incoming calls, queries, and requests from new and existing customers. This role focuses largely on order processing related activities for the US market, while supporting the extended customer facing team in providing an unparalleled experience for our customers across the US..
OVERVIEW OF DUTIES & RESPONSIBILITIES:
- Assist Portwest customers in a specific region with general queries
- Respond to all queries in a timely fashion in accordance with agreed KPIs
- Answering customer and non-customer queries eg. Products, Stock, Pricing, ETA's
- Utilise a range of communication mechanisms such as telephone, email and online systems to collaborate with internal and external stakeholders
- Update internal systems with record of customer interactions, communications and complaints
- Handling return requests and issuing RMA's
- Provide feedback on efficiency of customer service process
- Processing and releasing orders
- Other duties as assigned
REQUIREMENTS:
- Previous customer service experience (e.g., retail, hospitality, call centers).
- Fluent in written and spoken English
- Strong I.T. skills in Microsoft Word, Microsoft Excel, Email and experience using other internal systems
- Positive mindset with strong customer service orientation
- Ability to work to tight deadlines and manage multiple priorities
COMPANY AWARDS
- Great Place To Work 2023
- Best Medium Sized Workplaces 2022
- Ibec Leading in Wellbeing Top 100 companies 2021
- Portwest CEO - Business Man Of The Year - In Business Ireland 2020
- Deloitte Best Managed Companies 2016-2023
- Private Irish Business of the Year Export Industry Awards 2019
- Exporter of the Year 2018
- Portwest CEO - EY Entrepreneur of the Year 2017
Portwest do not support visa sponsorship for this role. Applicants must have a right to work and must fulfil any relevant visa / work permit requirements in the relevant jurisdiction.
Portwest are an equal opportunity employer. All applicants will be considered for employment without attention to age, gender, race, religion, sexual orientation, civil status, veteran status, family status, disability status or membership of a minority group.
