Customer Service Representative Foam - Mt. Airy, NC

Description Summary

Provide excellent professional support services in dealing with the company’s customers, ensuring inquiries about products, orders placed for products, and complaints are addressed in accordance with established practices, processes, regulations, guidelines and standards in a safe and efficient manner.

Essential Duties And Responsibilities

• Abide by, enforce and participate in the implementation and ongoing oversight of all company safety standards and regulations.
• Receive and process orders from customers.
• Obtain customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms or into systems.
• Verify customer and order information for correctness, checking it against previously obtained information as necessary.
• File copies of orders received, or post orders on records/systems.
• May be required to set-up new product items or new customer accounts.
• Provide information directly or through systems to specific departments or units to prepare and ship orders to designated customers.
• May involve the handling of freight traffic control, such as normal and special scheduling to customers and several warehouses, rate quotes, damage and delivery claims/issues, etc.
• Ensure that customer inquiries or complaints are resolved at first point of contact, unless specialized knowledge or further investigation is required.
• Assess inquiries, requests and complaints; provide information about products or services, receiving or entering orders, cancelling accounts or obtaining details of complaints; Maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in the appropriate system (CRM/ERP).
• Avoid appropriate changes were made to resolve customers' problems.
• Notify customers of claim/complaint investigation results or any planned actions/adjustments; and refer unresolved customer grievances to designated departments for further investigation.
• Ensure that the company receives the benefit of revenues collected at the earliest opportunity by receiving and processing payments made and resolving inquiries within established processes.
• Perform general administrative support duties including responding to calls and inquiries from the general public, processing mail/messages/deliveries, participating in audit and inventory activities, sending/copying/transmitting documents, generating reports for review/use by managers/supervisor, etc. to ensure the smooth flow of work within the department and/or plant.

Certificates And Licenses

• None

Education/Experience

• High school diploma or GED, and over one (1) year up to and including two (2) years’ experience in customer service or order entry; or equivalent combination of education and experieince.

Language Ability

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization.

Math Ability

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.
• Perform the four operations with common and decimal fractions.
• Perform arithmetic operations involving all American monetary units.

Reasoning Ability

• To apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Computer Skills

• To perform this job successfully, an individual should have knowledge of:
• Customer relationship management (CRM) software,
• Electronic mail software ,
• Spreadsheet software,
• Word Processing Software,
• Enterprise Resource Planning (ERP) software,
• Financial Records software