Customer Service Representative

Summary

Provides support to staff, executes daily operations and completes transactions including order entry and invoicing while maintaining excellent customer service through communication between customer and company staff by performing the following duties. Duties and Responsibilities include the following. Other duties may be assigned.

Duties and Responsibilities

• Ensures all incoming calls from clients and/or customers are executed in a professional, polite and courteous manner.
• Responsible for processing entire customer order once placed: includes inputting orders into Chempax, sending order confirmations, and invoicing customer the order after shipment.
• Maintains diplomacy and tact when dealing with upset or escalated calls.
• Follows up in a timely manner to ensure customer satisfaction.
• Assumes accountability for all decisions, actions and directives with respect to job responsibilities.
• Provides feedback to Customer Service Manager concerning possible problems or areas of improvement.
• Maintains accurate documentation and recording in required systems.
• Ensures excellent customer service by implementing feedback from Plant Manager regarding areas of improvement and development.
• Answers phones and responds to customer requests.
• Provides customers with product and service information.
• Identifies, researches and resolves customer issues using the computer system, paperwork and salespersons.
• Follows up on customer inquiries not immediately resolved.
• Recognizes, documents and alerts the Plant Manager of trends in customer calls.
• Performs other duties as assigned by management.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Language Ability: 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.
• Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• 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.
• Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Word; Microsoft Excel and ChemPax.
• Education/Experience: High school diploma or general education degree (GED); and one to two years related experience and/or training; or equivalent combination of education and experience.
• Certificates and Licenses: N/A
• 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.

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