Customer Service Representative

Job Description

Job Description

Description :

The Customer Support Representative is responsible for efficiently managing customer accounts, processing orders, and ensuring customer satisfaction. This role involves maintaining accurate order records, coordinating with internal departments, addressing customer inquiries, and resolving issues promptly. The ideal candidate should possess excellent communication skills, attention to detail, and a strong customer service orientation.

Requirements :

• Receive, process, and verify the accuracy of customer orders through the ERP system according to established policies and procedures.
• Collaborate with the Production Department to maintain a consistent workflow by scheduling orders effectively.
• Provide timely and accurate information to incoming customer requests regarding order status, product knowledge, pricing, availability, and delivery timelines.
• Manage customer order invoicing daily.
• Liaise with distributors, partners, and organizations via phone and email in a professional and enthusiastic manner.
• Resolve and coordinate customer issues related to orders, warranty claims, delivery of products, and specialized shipping information.
• Investigate and process warranty claims, including maintaining and entering RMA data in ERP.
• Offer prompt feedback to the company regarding service failures or customer concerns.
• Collaborate with the sales team to meet and exceed customer service expectations, including providing the sales team and management with reports as needed.
• Document new processes and process improvements to the internal knowledge base.
• Work effectively within a small team while ensuring the highest level of customer service to both internal and external customers.
• Demonstrate proficiency in MS Office, with the ability to navigate internal and industry-specific software.
• Perform any other duties as assigned.

Education : Highschool diploma or GED

Skills :

Experience :