Customer Service Representative II/III

Responsibilities

• Professionally engage with customers to understand and meet their complex needs, offering in-depth advice and guidance on products and services.
• Provide tailored support for complex customer accounts, including custom requirements and unique service agreements.
• Receives and manages customer inquiries, delivering responses via phone calls and emails, efficiently addressing their concerns and resolving issues encountered.
• Completion of Customer Complaint Forms (CCFs) for thorough issue documentation and follow-up, ensuring all complaints are properly addressed and resolved.
• Utilize experience and knowledge to resolve advanced customer inquiries or issues, requiring in-depth problem-solving skills.
• Oversee order fulfillment processes from entry to delivery, monitoring progress and addressing any issues or delays.
• Manage various sales-related administrative tasks, including data entry, documentation, and reporting to support efficient operations.
• Accurate entry of purchase order details into applicable systems, ensuring all information is correctly recorded for fulfillment and billing purposes.
• Collaborate with internal departments, including but not limited to, sales services teams, production, logistics and sales to ensure seamless service delivery for assigned accounts.
• Conducts thorough analysis of customer accounts needs and performance, identifying opportunities and suggesting solutions or process enhancements to increase efficiency and customer satisfaction.

Qualifications

• AS required; BS preferred
• 3-5 years' experience in a related field required
• Experience using Microsoft Office Suite (Word, Excel, PowerPoint), Visio, Outlook Email, and calendar
• Maintains strict confidentiality and protects privacy of confidential/sensitive information
• Exceptional time management and organization skills
• Ability to manage multiple tasks and projects simultaneously, establishing priorities to meet deadlines
• Proactive; exercises sound judgment and decision-making; able to identify problems and needs and develop solutions and/or options
• Self-confident, self-motivated polished professional who thrives in a challenging, fast-paced environment