Customer Service Representative
About the role
The customer service representative plays a critical role in providing quality products and services to our customers. Essential Functions & Responsibilities include handling incoming orders and answering customer service inquiries via phone, web and email; processing a variety of order types such as backorders, returns, wholesale/bulk, drop-ship, etc.; identifying, researching, and resolving customer issues; cross-selling and up-selling customers by recommending complementary products; developing and maintaining positive customer relations, both internally and externally; coordinating and collaborating with other departments in executing responsibilities and resolving problems; resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; communicating complaints of service failures to supervisor for investigation.
Qualifications
- Excellent typing and data entry skills with strong attention to detail and accuracy.
- Strong verbal and written communication skills.
- Ability to listen, problem solve and resolve conflict.
- Basic computer skills; Microsoft Office, Word, Excel, Outlook.
- Ability to understand and follow work processes.
- Must be able to manage multiple tasks and priorities and easily adapt to changing situations.
- Knowledge of products and quality focus.
- Strong team player.
- Commitment to company’s mission and vision.
- Practice TCE (Total Customer Service).
Benefits
- Competitive salary, commensurate with experience.
- A generous benefits package that includes medical, dental, vision, life and disability insurance.
- Paid vacation.
- 401k plan.
Working Conditions
- Location: On Site/Indianapolis LGM Headquarters.
- 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.