Customer Service Representative - Southern Fulfillment Center

About the Role

The Customer Service Representative is a member of the customer support group for all brands. This position supports and backs up each customer support team and acts as a liaison to manufacturing, production, and transportation teams.

Responsibilities

• Respond to daily requests from representatives and distributors.
• Process discrepancy forms for warranty, shortage, and damage claims.
• Create and track Packing Slips for product production and rush shipments.
• Process Return Goods Authorization (RGA) requests.
• Compile and maintain files/spreadsheets detailing order information received by phone and email.
• Distinguish and prioritize a variety of requests.
• Maintain a professional customer service demeanor, especially when dealing with potentially irate customers or representatives.
• Perform other duties as assigned by the Manager or Supervisor.

Requirements

• College or equivalent business experience.
• Excellent telephone and communication skills.
• Proficiency in Outlook, Excel, Word, PowerPoint, and ability to adapt to new software solutions.
• Strong sense of urgency and motivation.
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
• Ability to write routine reports and correspondence, and speak effectively before groups.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Proficiency in Excel, Word, and PowerPoint.

Skills

• Analytical Decision-Making
• Communication
• Learning & Development
• Planning & Organizing
• Professionalism & Integrity
• Risk-Taking/Creative Thinking
• Teamwork & Relationship-Building
• Results Orientation
• Ability to speak and translate Spanish (preferred).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently walk and sit; use hands and fingers, handle or feel; reach with hands and arms; and talk or listen.
• Occasionally lift and/or move up to 25 pounds (50 pounds maximum).
• Specific vision abilities required include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Noise level is usually quiet, except in the manufacturing environment where PPE may be required.