Customer Service Representative

About the role

The Customer Service Representative provides customer support by entering customer orders, responding to product information requests, entering credit requests and promoting sales.

Responsibilities

• Represents the company in an efficient, professional, compliant and courteous manner in all interaction with customers and consumers.
• Enters orders and credit requests sourced from telephone calls, fax, email, or mail into the appropriate database.
• Establishes and maintains accurate records of non-order related customer communication.
• Successfully meets individual performance KPI’s every month, as established by Customer Service Manager. These include order and credit entry accuracy metrics and phone call scorecards.
• Determines policy-based resolutions to customer complaints or concerns, taking corrective action and monitoring results.
• Uses product information resources to answer customer and consumer product questions within policy guidelines; follows protocol for appropriate referral to the Product Specialist.
• Discusses scheduled promotions