Customer Service Representative

About the role

The Customer Service Representative is involved in all facets of customer interaction and order processing and serves as the first point of customer contact. The primary responsibility is to create a positive experience for every customer by diligently and timely responding to all inquiries. Equally important, the CSR will perform order related activities such as order entry from various sources, customer sales support, full life-cycle order management, specific account creation and management, and occasional coverage for team members out of office.

Essential Duties/Responsibilities

• Purchase Order and customer account management; processing orders and invoices with accuracy, developing rapport and ownership with key accounts/contacts
• Perform accurate and ongoing audits of orders
• Creatively resolve customer inquiries, concerns, and answer questions by email and occasionally by phone
• Ability to collaborate with multiple teams on projects to maintain daily operations
• Become an expert on Eco-Products product line, with the ability to clearly and accurately respond to customer questions in addition to presenting replacement products based on State ban/restrictions
• Research and resolve order issues in conjunction with our Logistics and Accounting departments
• Create and manage RMA’s and request Credit memos
• Follow tax compliance procedures as they relate to Tax Exempt customers
• Understand and assist in maintaining team SOP library
• Participate in other as-needed customer service and sales support activities

Qualifications

• Experience, Competencies and Education: Customer service experience with a solid understanding of Microsoft Suite applications and navigating multiple ecommerce portals
• Desired Education Level: BS/BA degree from a four-year accredited college preferred; or two years related experience and/or training; or equivalent combination of education and experience
• Outstanding customer service ethic with a strong sense of urgency
• Assertive in seeking answers to questions and willingness to respond to customers inquiries
• Independent take initiative to solve problems and deliver results
• Ability to clearly, accurately and appropriately communicate with customers by email/phone
• Exceptional time management skills and prioritization skills
• Excellent problem-solving skills and ability to apply common sense
• Effective interpersonal skills and relationship-building skills
• Ability to work independently and collaboratively to achieve goals
• Ability to multi-task in a fast-paced environment with high degree of accuracy
• Commitment to Excellence, strives to set exceptional performance standards for all tasks
• Understanding customer’s needs and identifying sales opportunities
• Identifying leads for new long-term sales opportunities
• Develop accounts by checking customer’s buying history, suggesting related and new items

Benefits

• Eco-Products offers a competitive wage and outstanding benefits package to eligible employees. The benefits include medical, dental, and vision coverage, life and disability insurance, sick and vacation paid leave, wellness incentive program, holiday pay, 401(k) with Company contribution, and an alternative transportation incentive program.