Customer Service Rep
M-F 8am-4:30pm or M-F 8a-5pm
JOB DUTIES AND RESPONSIBILITIES:
Customer Service Representative responsibilities will include, but are not limited to the following:
· Answer incoming customer calls regarding billing issues, product problems, service questions, and general customer questions and concerns.
· Provide high level of professionalism while establishing a positive rapport while speaking
with existing and prospective customers.
· Attend on-site meetings with customers to share information and product.
· Keep updated on product knowledge in order to provide information about the company’s products and services.
· Handle and resolve customer inquiries and concerns.
· Handle returns and credits with customers/vendors.
· Assist with processing orders.
· Create and prepare shipping and delivery documents.
· Enter customer information into computer system.
· Provide a high level of customer communication and satisfaction.
· Develop and record accurate quotes prior to submitting them to the Customer Service Manager.
· Report Customer Service issues or dissatisfaction to Customer Service Manager.
· Meet the established metrics of the customer service area.
· Communicate and collaborate with other departments within the organization, especially with Operations, Planning/Scheduling, Purchasing, Accounting, Quality, Production, Compounding, Warehouse, R&D, Sales, and New Product Development as needed.
· Answer phone messages, emails, and faxes in a timely and professional manner.
· Other duties as assigned.
QUALIFICATIONS:
· High school diploma or equivalent required; college degree in business related field preferred.
· Customer service experience required; customer service in manufacturing preferred.
· Ability to build rapport with clients.
· Excellent written, verbal and interpersonal communication skills.
· Working knowledge of computer applications such as Microsoft Office and Sales force.
· Ability to demonstrate a high level of tact, perseverance and businesslike demeanor with internal and external customers.
· Ability to work in a collaborative, cross-functional environment.
· Customer oriented with ability to adapt/respond to different types of personalities.
· Valid Class C driver’s license and a clean motor vehicle report.
· Ability to multitask.
· Ability to follow verbal or written instructions.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT:
The conditions herein 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 job functions.
Typical Working Environment: Work will be primarily in a temperature-controlled office setting. On occasion, travel to prospective or existing customer sites will be required.
Equipment Used:
· Office Equipment: Computer, Keyboard, Copier, Fax Machine.
· Communication Equipment: Cell Phone, Landline Phone.
Essential Physical Tasks:
· Moderate walking, standing and bending.
· Sitting for prolonged periods of time.
· Frequent and extended periods of looking at a computer screen and typing on a keyboard.
· Frequent cell phone and land line telephone use.
· Driving to customer locations.
· Light lifting and carrying (up to 25 pounds).
· Vision abilities include close vision, distance vision and ability to adjust focus