What are the responsibilities and job description for the Customer Service Representative position at RICOCHET MANUFACTURING?
Benefits :
401(k) matching
Competitive salary
Dental insurance
Health insurance
Paid time off
Training & development
Vision insurance
Benefits / Perks
Competitive Compensation
Paid Time Off
Career Growth Opportunities
Job Summary
We are seeking a Customer Service Representative to join our team. In this role, you will communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have a great customer service experience with our company. The ideal candidate is friendly, computer savvy, and is able to remain calm under pressure. This is not a call center position. While talking with customers is necessary, much of the work is processing detailed Excel-base order forms and exchanging emails with customers.
Reporting directly to our Customer Service Manager, you will be responsible for reviewing all details on customer orders to smoothly transition then into our production process. This role requires daily conversations via phone and email with customers – confirming all product specifications and documenting all order details. Strong attention to detail and ability to work independently are essentials! Daily work in Microsoft Excel and Word, using formulas and data merges to create production-related documents and product labels is also involved. You will interact with sales, design, and production teams, so strong communication skills are a must! Applicants should have experience and be able to thrive both in a collaborative setting and on solo tasks.
Responsibilities
Process incoming orders for protective clothing from dealers and direct customers.
Understand product variations across multiple product lines.
Identify and correct issues with specifications and sizing on garments based on guidelines provided.
Prepare orders for distribution to other functions such as purchasing, design, finance, and production.
Address warranty issues and customer returns via return material authorization process.
Create production identifier documents that travel with garments throughout facility while in production.
Print garment labels using computer software and a specialized printer.
Maintain accurate records of customer interactions and transactions.
Routinely send dealer invoices, verifying pricing and information.
Follow, update, and maintain procedures when applicable.
Manage and prioritize multiple projects with strict deadlines.
Support periodic physical inventories, counting components such as zippers, velcro and snaps.
Collaborate with other team members to ensure customer satisfaction.
Other duties as assigned
Qualifications
Associate's Degree; or equivalent combination of experience, education, and training.
Experience working with a technical product with detailed specifications
Ability to multitask and work well under pressure.
Experience working in Microsoft Outlook – managing a shared mailbox.
Experience working in Microsoft Excel – comfortable with moving data, formulas, and conditional formatting (test will be required)
Strong time management and creative problem-solving skills
Exhibit inquisitiveness, excellent communication, and analytical skills with attention to detail.
Demonstrated ability to listen to and communicate with differing stakeholders.
Previous experience in customer service or related field is preferred.
Ability to be professional, courteous, and tactful under pressure.
Ability to lift 20-30lbs periodically to move garments / process customer returns in boxes.
Highly organized with the ability to prioritize projects and manage time effectively
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