Customer Service Representative

About the role

The Customer Service Representative is the communication link between customer, sales, and production, delivering high-level, professional customer service by responding to inquiries via telephone, email, written communication, or in-person contact. This role resolves mostly routine and some non-routine, complex problems to provide accurate product and service information.

Responsibilities

• Provide a high level of customer service via telephone, email, written communication, or personal contact to resolve mostly routine problems and requests.
• Identify and assess customers’ service needs and refer to other service or technical departments for follow-up or additional information as needed.
• Ensure order instructions and information are submitted accurately and per customer specifications.
• Maintain current and accurate order entry information in all required software programs.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Perform additional duties as assigned.

Requirements

• High School Diploma or GED; Associate Degree or equivalent from a two-year college or technical school preferred.
• 3+ years of previous customer service experience preferred; or equivalent combination of education and experience.
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency in MS Office Suite, Outlook, and Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), and planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, and reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers, colleagues, internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and senior management.
• Self-motivated with critical attention to detail, deadlines, and reporting.
• Ability to work overtime as necessary.

Regularly required to stand, walk, sit, talk, hear, and see. Occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals to perform the essential functions.