Description: The Customer Service Representative is responsible for handling inquiries via phone and e-mail, processing orders accurately, promptly and efficiently, as well as resolving issues; all by following defined procedures, using analytical and critical thinking skills as well as exercising some independent judgment. The representative will work with all departments of the Company to ensure the customer is satisfied to the best of ability. This requires a combination of empathy and firmness, a thorough understanding of the business, and a style of communicating that reflects objectivity and professionalism.
To perform this job successfully, an individual must be able to perform each essential duty to satisfactory standards. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Handles inquiries received by phone and electronically, including but not limited to quotes, order status, ETA’s, claim status, repair status, return requests, billing/shipping errors, etc. Will be assigned customers requiring more detailed or special attention.
Responsible for processing customers’ orders submitted via phone, EDI, B2B, email and fax, including but not limited to verifying customer account number, pricing, ship from location, product availability, taking credit card payments, etc.
Strong emphasis on data/order entry with related computer responsibilities while maintaining telephone support as needed.
Upselling including but not limited to relaying Promotional offers to customers during quoting/ordering process.
Initiates and issues return goods authorizations.
Handles order distribution when assigned, including managing the general inbox by responding to inquiries and forwarding inquiries in a timely manner.
Keeps detailed daily reports and customer information.
Stays current on product system and process changes.
Meets all expected minimum KPI requirements set forth for the department (orders, tasks, special projects, etc.), including Up-sales.
Position will also require the individual to work on special projects with the Customer Service Management team and other departments such as Marketing, Accounting, Supply Chain and Sales.
Will be trained to create/review various reports in order to improve the management of accounts for our customers both internal and external.
Will be cross-trained on various facets of the Admin Team (mailing/sorting of invoices, mail machine operations, reception coverage, office supplies ordering, conference calls/meeting arrangements, etc.) when applicable.
This position requires the ability to execute data entry of sales orders, co-op claims, check requests, AR adjustments, return credits, sales adjustments, debits/ credits from customers both internal and external as assigned.
This position also requires the customer service rep to execute a great deal of follow up with the customers, sales reps and other departments.
Proactively accepts additional duties and/or responsibilities as directed by management.
Performs full life cycle recruiting, with an emphasis on strategic sourcing, including partnering with hiring managers on position strategy and candidate requirements, working with teammates to develop sourcing strategies to target and assess top talent, and negotiating, closing, and presenting offers. Develops and executes candidate generation strategies and builds a pipeline of talent.
• Exhibits an exceptional degree of ingenuity, creativity, and resourcefulness.
• Outstanding interpersonal, conflict resolution, teaming, and communication skills.
• Knowledge of MS Office and Applicant Tracking Systems.
• Excellent verbal and written communication skills with attention to detail in effectively branding/marketing open positions.
• Excellent organizational skills, including the ability to multi-task and adjust priorities accordingly.
• Ability to work independently as well as part of a team.
• Ability to handle multiple projects and deadlines.
• Must be flexible in order to meet changing deadlines or priorities.
• Successful track record as an Employment Recruiter.