Job Title: Customer Service Representative
Department: Sales, (95) FLSA: Salaried, Hourly, Non-Exempt
EEO: Administrative Support
Reports To: Senior Account Manager Revision Date: February 2020
POSITION SUMMARY:
The Customer Service Representative reports to Account Management and is responsible for interacting with new and existing customers to provide information in response to inquiries about products and services and to handle and resolve complaints and requests.
ESSENTIAL JOB FUNCTION:
• Confer with customers by telephone or email in order to provide information about products and services
• Identify new opportunities for revenue and improved service
• Take details of customer complaints and/or requests and work to resolve them in a timely manner with the goal of maintaining Customer satisfaction
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Follow up to ensure that appropriate changes were made to resolve customers’ problems
• Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments
• Refer unresolved customer grievances to designated departments for further investigation
• Create MSO’s for shipping and provide tracking information to customer on request
• Update customer account information
• Support Account Managers in growing accounts, tracking efficiencies, and keeping resolution time to a minimum
• Manage and maintain all communication needed between intercompany departments; Materials, Sales, Shipping/Receiving and Operations, Quality and Engineering
• Develop and maintain relationships with current customer base
• Manage the preparation and submission of daily, weekly, and monthly reports as needed for customers and internal sales department objectives and key performance indicators
• Understand prospective client’s culture, product portfolio, competitive position, financial state, investment plan, organization structure and key decision makers
• Function as liaison between client companies and operations staff
• Assist the sales department staff with a variety of tasks as it pertains to event coordination
MINIMUM QUALIFICATIONS PREFERRED:
• Bachelor’s degree (B.A.) in related field or equivalent is preferred
• Proficient on Microsoft Word, PowerPoint, and Excel
• Excellent written and verbal communication skills
• Excellent problem resolution and consultative sales skills
• Ability to work independently and as a member of various teams and committees
• Commitment to excellence and high standards
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Creative, flexible, and innovative team player
• Acute attention to detail
• Proven ability to handle multiple projects and meet deadlines
• Strong interpersonal skills
• Ability to deal effectively with a variety of individuals at all organizational levels
• Good judgment with the ability to make timely and sound decisions
• Ability to communicate professionally and effectively in person, on the phone, electronically, or through other means to individuals and groups
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
GENERAL RESPONSIBILITIES:
• Ensure all EMS (Environmental Management System) and QMS (Quality Management System) guidelines and regulations are adhered to
• All employees are required to follow and promote all company and regulatory safety and environmental standards and exhibit safe work practices at all times
• Use of PPE (Personal Protective Equipment): Safety Toe Shoes, Safety Glasses, etc. required at all times in warehouse environment
• Follow established departmental policies, procedures, objectives, and continuous quality improvement objectives
• Actively participate in and support the principles of Open-Book Management
• Possess a positive attitude and promote a positive work environment
WORK ENVIRONMENT:
Work is performed in an office/desk type setting. The performance of this position may occasionally require some exposure to atmospheric conditions such as dust, fumes, noise, and varying temperatures for short periods.
PHYSICAL DEMANDS:
Limited physical effort with lengthy work cycles: 50% sitting, 30% standing/moving. Ability to lift and carry up to 50 pounds is required.
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