Customer Service Representative

Responsibilities

• Engages with customers by telephone and/or email to provide non-technical problem resolution.
• Solves routine problems and communicates solutions or requested information to the customer.
• Analyzes customer needs and refers to other service or technical departments for follow-up as needed.
• Utilizes company CRM and ERP systems to record activities and research information.
• Resolves order errors and updates the system.
• Notifies customers of any backorder or delivery delays.
• Manages large amounts of incoming phone calls.
• Processes international paperwork.
• Identifies and assesses customers’ needs to achieve satisfaction.
• Works closely with other departments such as sales, manufacturing, and shipping to maintain order accuracy and track product availability.
• Handles customer questions and complaints, providing appropriate answers and solutions; following up to ensure resolution.
• Provides accurate, valid, and complete information by using the right methods/tools.
• Processes EDI orders.
• Maintains personal/team call handling quotas.
• Might be asked to enter orders periodically.
• Might be asked to act as backup to Order Entry Specialist periodically.
• Manages window for guests and deliveries.
• Handles various projects as needed.

Requirements

• A high school diploma or equivalent.
• May require 1-2 years of general work experience.

Skills & Attributes

• Team-oriented.
• Strong phone contact handling skills and active listening.
• Familiarity with ERP systems and practices.
• Customer oriented with an ability to adapt/respond to different types of personalities.
• Ability to multi-task, prioritize, and manage time effectively.

Benefits

• 401(k) with Company Match.
• Health, Dental and Vision Insurance.
• Company Paid Life Insurance.
• Company Paid Long Term Disability Insurance.
• Available Voluntary - Life Insurance, Short Term Disability, Accident & Critical Illness Insurance.
• Paid Time Off.
• 8 Paid Holidays.

Pay

This is a full-time, Monday through Friday, day shift position.

Pay Range: $20 - $22 per hour