Customer Service Representative

About the role

The Customer Service Representative (Order Clerk) is responsible for building and maintaining customer and vendor relationships and to manage request for quotations, stock orders, returns and purchase orders, and coordinating with other departments to provide the best possible service to the customer.

Responsibilities

• Receive requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers and labs.
• Achieve and maintain a rapport with customers and work to give them the best possible service.
• Responsible for receiving, sorting, cleaning, and repackaging overstock and defective lenses, frames and accessories to be returned to various vendors. This includes using lens cleaner and Goo Gone to ensure product meets the conditions of manufacturer’s return policy.
• Generate proper documentation for product return.
• Assist in the assembly, packaging, premium inclusion and marking of frames for the monthly auto-kit mailings for our divisions.
• Maintain the customer lists of those accounts participating in these auto-ship mailings.
• Use a PC to retrieve customer information, stock status information, status of orders, and make changes to customer orders.
• Ensure that the correct codes are used for retrieving and inputting information and that the new and current product information is organized and filed correctly
• Work closely with vendors when placing orders, retrieving order status information and follow-up on customer quotations and delivery information
• Ability to troubleshoot when confronted with problems or questions from co-workers and/or customers.