What are the responsibilities and job description for the Customer Service Representative position at Willert Home Products?
Willert Home Products is a leading manufacturing company specializing in the production of high-quality yet cost-effective consumer products. With a commitment to innovation, efficiency, and excellence, we have established ourselves as a trusted name in the industry. We are seeking an experienced Customer Service Representative to join our team.
Position Overview:
The Customer Service Representative is responsible for learning all aspects of our products and customer base. This individual will have the responsibility of building relationships with our customers, being their primary contact for inquiries, order processing, assistance, and issue resolution.
Responsibilities:
- Act as the primary business to business customer liaison for all order components
- Follow the client/regulatory expectations for each customer
- Develop relationships with a portfolio of customers and be the point of contact for processing orders, answering questions, tracking information, providing support when items are out of stock and identifying alternatives, documenting issues when they arise and implementing solutions
- Create, maintain, and update customer details in our ERP system, INFOR
- Provide regular updates to the sales team and production group on all aspects of the orders
- Handle consumer calls and log the information to the database (Freshdeck)
- Handle consumer replacements and refunds
- Administer and analyze reports as needed
- Assist the Shipping Department clerks to ensure customer ship dates are met
- Build an in-depth knowledge of all products
- Maintain a polite, respectful, and courteous manner at all times
- Performs other related duties as assigned
Qualifications:
- Bachelor's degree preferred
- 1-3 years of customer service experience, preferably in a manufacturing environment
- Capacity to perform work accurately and thoroughly, seeing both the detail and the big picture
- Skilled in clear and succinct written communication
- Ability to remain calm under stressful situations
- Work prioritization and effective problem-solving skills are critical
- Must be comfortable talking to customers on the phone
- Ability to work independently or in a team setting
