Customer Support Representative

About the Role

Responds to customer inquiries or complaints regarding the company’s products or services. Determines the best method to resolve complex customer service problems to ensure customer satisfaction and adherence to company policies. Coordinates information to promote sales and resolve problems. Informs customers of procedures or resolution of problems. Follows up to ensure customer satisfaction. Makes periodic calls to existing customers to determine satisfaction with the company, products, or services. May sell company products through inbound or outbound telephone calls. Maintains database records of customer and product information and prepares reports. Requires thorough knowledge of company policies, procedures, products, and services.

Responsibilities

• Know and follow general company and corporate policies and procedures.
• Know, understand, and follow department policies and procedures.
• Receive, review, and load customer orders into the ERP system.
• Report to work on time, follow instructions from supervisors or management, and interact well with co-workers.
• Understand and follow work rules and procedures.
• Perform other various duties as needed or assigned.

Requirements

• High school diploma or general education degree (GED) preferred.
• Basic computer proficiency and functional knowledge of applications, including navigation and utilization.
• Ability to read and write in English.
• Basic reading skills and ability to follow directions.
• Ability to perform work accurately and thoroughly.
• Ability to use critical thinking and reasoning to solve problems.