What are the responsibilities and job description for the Customer Service Representative Support position at Shur-Co.?
Job Title: Customer Service Representative Support
Location: South Haven, MI
Department: Sales
Reports To: Customer Service Manager
Job Summary:
Perform out-bound and/or in-bound telephone selling and marketing calls. Represent the company to its customers in a professional manner, and is knowledgeable about the company's products and services, and can intelligently deal with most customer situations. Also, will take orders by phone/fax and enter the orders into the computer.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Manage large amounts of incoming calls, including multi-line; communicate with customers to ensure call is directed to the correct party
- Provide excellent customer support by answering questions and ensuring customers are helped promptly and satisfactorily
- Assist CSRs with placing orders
- Provide customers with tracking numbers and general information
- Keep records of all customer interactions; process customer accounts; file accordingly
- Manage returns and exchanges for customers; negotiate with customers to prevent restock
- Assist in processing warranty claims
- Contact customers to resolve billing issues and collect payment
- Package promotional products for shipment to customers; assist CSR’s in keeping customers abreast of promotions through email, and/or social media
- Other related duties as assigned
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED). Must also possess computer experience
LANGUAGE SKILLS
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
MATHEMATICAL SKILLS
Must be detail orientated and ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
PHYSICAL DEMANDS
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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
- The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.
- The employee must occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; outside weather conditions; and risk of electrical shock.
- The noise level in the work environment is usually moderate.
Other Duties as Assigned:
This job description is not intended to be all-inclusive. The employee may be required to perform other related duties to meet the ongoing needs of the organization.
Shur-Co LLC is an equal opportunity employer and encourages candidates of all backgrounds to apply.
