What are the responsibilities and job description for the CSR position at SPECS FAMILY PARTNERS LTD?
Job Details
Description
We are in search of a dynamic, energetic; guest focused CSR/Wholesale Order Processor to provide exceptional service to our wholesale customers in Wholesale Distribution.
You must have open availability to work different schedule shifts as needed.
The ideal candidates will have previous wholesale or retail liquor experience as well as spirits and wine knowledge to handle our wholesale order processing.
This role involves extensive customer service skills.
Candidates should:
- Be computer literate
- Be able to communicate well with our wholesale customers
- Be organized
- Be able to work in a fast-paced environment
- Be able to handle multiple phone lines and multitask.
The ideal candidate should have previous office experience and be able to work in a fast-paced setting with multiple interruptions.
The ability to speak and communicate in Spanish is IDEAL!
A flexible schedule is required - may work different shifts and must be available on all shifts including weekends and holidays.
You must be at least 21 years of age.
As a CSR, you will be required to fulfill the following roles and responsibilities. Your duties will include, but are not limited to:
• Answer calls and process all call, email, and/or fax orders.
• Process all orders in a timely manner.
• Required to process at minimum 30 orders per shift.
• Maintain an error rate <3% of your total orders processed.
• Self-verification and self-correction to eliminate a charged error.
• Handle customer inquiries both over the phone and by email.
• Research required information using available resources.
• Manage and resolve customer complaints.
• Identify and escalate priority issues.
• Route calls to appropriate personnel.
• Follow up customer calls, when necessary.
• Document all call information according to standard operating procedures.
• Complete call logs and end of shift reports in a timely manner.
• Follow all Spec’s Policies and Procedures.
• Other various tasks as assigned by CSR Lead or Manager.
Key Competencies and Skills
• Computer/10-key data entry proficient
• Knowledgeable of Microsoft Office, including but not limited to Outlook, Excel, Word, etc.
• Verbal and written communication
• Listening skills
• Excellent phone etiquette
• Creative thinking, problem analysis and problem solving
• Customer service oriented
• Positive attitude and patience
• Speed and efficiency
• Exhibit empathy and understanding
• Organizational skills/attention to detail
• Product knowledge retention & recall
• Dependable / Flexible
• Adaptable to change
• Sound judgement
• Teamwork / Team player
• Calm under pressure
