Customer Service Representative

GENERAL FUNCTION

This information is intended to be descriptive of the key responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.

Major Duties and Responsibilities

• Receive incoming calls, process telephone orders from customers, and verify correct items, quantities, prices, and availability.
• Cook up customer orders to ensure they are shipped on time; effectively communicate priority orders.
• Contact customers who have blanket orders on a regularly scheduled basis. Obtain information on new customers.
• Troubleshoot and resolve customer issues with products or specific orders.
• Receive and direct calls (other than customer service) to the appropriate personnel.
• Aid Area Managers with the fulfillment of orders, special orders, or research necessary.
• Track and address any back order issues, and all other manual reporting; audit as necessary.
• Establish and maintain professional communication with internal/external customers and vendors.
• Collaboratively work with inter-departments and customers.
• Cook up with export compliance to produce commercial or Performa invoices and produce USMCA certificates for customs approval.
• Cook up with the purchasing department and process direct ship orders with correct information.
• Notify the Manager on escalated issues such as mis-shipments, or incorrect orders, etc.
• Review Government/Prison contractual agreements and place orders/invoicing accordingly.
• Participate in continuous improvement and physical inventory activity.
• Mastery of the company’s product catalog and technology; keep informed of all new company products to efficiently service all customers.
• Perform tasks in multiple systems simultaneously (SAP, Docuware, Soloman, C4C, Tracking platforms, Adobe, Microsoft Office, Snip it.)
• Performance of other duties as assigned by the manager.

BASIC QUALIFICATIONS

• 2-3 years of customer service experience or related field.
• High school diploma, GED or equivalent work experience.
• Advanced communication skills/ polished phone etiquette.
• Strong attention to detail and ability to multi-task.
• Knowledgeable in customer service delivery.
• Knowledge and experience with improving processes.
• Excellent written and verbal communication skills.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities, workflow, and implementing actions.
• Proficient with MS Office (Word, Excel, PowerPoint)
• Advanced data entry skills.
• Systems literate – Soloman, SAP
• Ability to lift up to 40 pounds