CUSTOMER SERVICE REPRESENTATIVE

Responsibilities

• Analyze, interpret, and process customer orders, inquiries, correspondence, and phone calls, including shipping status, delivery dates, shipping rates, order changes, cancellations, complaints, and adjustments, while adhering to Patz policies and procedures.
• Provide exceptional service to customers.
• Process customer orders: order entry, arrange shipping, generate required bill of lading and/or customs papers, and process invoicing.
• Coordinate orders for customer pickup, small package, common carrier, export, and Patz Truck.
• File damage and shortage claims with shipping companies on behalf of customers.
• Advise customers of order changes, shipping and delivery dates, price changes, terms of sale, or other conditions in accordance with policies.
• Refer product inquiries to the Technical Support Department for clarification of application, specifications, part numbers, or other technical information.
• Assist and back‑up others on the Customer Service team and other departments as needed.
• Maintain department procedures and reference manuals.
• Assist in the coordination and organization of office projects.
• Identify opportunities to increase savings, efficiency, and productivity.
• Manage multiple projects and multitask in an organized manner to meet deadlines.
• Enter Customer Acceptance Certification/Warranty Registration forms.
• Assist with dealer contract file maintenance.
• Perform other related duties as assigned.

Requirements

• Excellent oral and written communication skills.
• Proficiency with data entry while maintaining accuracy in a fast‑paced environment.

Qualifications

• Proficiency with Microsoft Office software programs such as Word, Excel, and Outlook (preferred).
• General knowledge of logistics and geography (beneficial).