Customer Service Representative

About the role

Since 1948 Follett Products, LLC has led the industry in designing and manufacturing high-quality, innovative ice storage bins, ice storage and transport systems, ice machines, ice and water dispensers, ice and beverage dispensers, and medical-grade refrigerators and freezers for the food service and healthcare industries. The Customer Service Representative handles and processes customer queries for the quotation and purchase of spare parts and/or finished goods across Follett’s market segments including Health Care, Food Service, Workplace, and International markets. Responsibilities also include resolving customer complaints that may arise during the quote/order fulfillment process.

Responsibilities

• Maintains a positive, empathetic, and professional attitude toward customers (internal and external) at all times.
• Responds promptly to customer inquiries.
• Communicates with customers (internal and external) through various communication channels.
• Works to develop a business-level understanding of the quote and order processes, including the difference in the various market segments with a focus on skill development.
• Works to develop a broad working knowledge of Follett’s product offerings within the market segments so that you can better answer product-specific questions.
• Processes orders, forms, applications, and other requests, and keep records of customer interaction, transactions, comments, and complaints.
• Acknowledges and resolves customer complaints (within your limit of authority) or escalates internally to be promptly handled.
• Communicates, collaborates, and coordinates with colleagues as necessary to accomplish established goals.
• Provides feedback on the efficiency of the customer service processes to improve performance.
• Ensures customer satisfaction and provides professional customer support.
• Performs projects and/or tasks as assigned by the Customer Service Manager or designate.

Requirements

• High school diploma, or equivalent required.
• Previous business/office related experience preferred.
• Strong communication skills with the ability to remain calm during stressful situations.
• Proficient with Microsoft Outlook with ability to learn various software/ERP systems.
• Ability to successfully complete required Customer Service training.
• Office setting (temperature controlled environment).
• Extended periods of sitting, occasional standing and walking.
• Occasional lifting/moving objects weighing up to 25 lbs.
• Regular use of hands and fingers to type on keyboard, operate computer mouse, use of telephone and various office equipment.
• Extended periods of viewing computer monitor.
• Noise level in work environment: low to moderate.
• Minimal travel for training, business meetings, and customer support activities as needed.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Paid holidays
• Retirement plan with company match
• Bonus incentive