Customer Service Representative

The Customer Service Representative works closely with our internal teams as well as our valued customers. Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily (other duties may be assigned). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel. Takes and delivers messages/transfers calls to voicemail when appropriate personnel are unavailable. Retrieves messages from voicemail and forwards them to appropriate personnel.Enters orders into the order entry system; verifies customer information; reviews orders for completeness and identifies any special-order requirements. Ensures price, discount, and shipping charges are entered correctly.Informs customer of shipping dates, anticipated delays, and any additional information needed.Identifies any special-order requirements and takes appropriate action.Monitors, processes, and provides appropriate communication on web-based orders.Receives and logs customer complaints, continuously updates log regarding any information provided and/or action taken regarding complaint resolution.Supports and assists marketing and sales staff as needed.Answers questions about organization and provides callers with addresses, directions, and other information.Processes credit card authorizations.Confers with production and shipping to expedite/trace missing or delayed shipments; corresponds with couriers as needed.Performs other clerical duties and special projects as needed.May perform other related duties such as processing quotes, issuing purchase orders, receiving materials into the system, printing invoices, filing paperwork, reviewing system-generated reports for issues, updating system parameters, etc.QualificationsExcellent phone etiquette and excellent verbal, written, and interpersonal skillsAbility to multi-task, organize, and prioritize work to meet deadlines Education/Experience:High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.Language Ability:Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees. Working knowledge of/Fluency in the English language (spoken and written).Mathematical Ability:Add and subtract two digit numbers and multiply/divide with 10s and 100s. Perform these operations using units of money and weight measurement, volume and distance.Reasoning Ability:Apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Deal with problems involving a few concrete variables in standardized situations.Computer Skills:To perform this job successfully, an individual should have knowledge of database software, order processing systems (such as CRM and ERP), and Microsoft Office (Word, Excel).Certificates and Licenses:None

Created: 2025-03-03