Job Description

The Customer Service Representative is responsible for responding to both internal and external customer requests for assistance or information via telephone and email. CSR will provide exceptional customer service resolving customer issues effectively while working in a fast-paced, high-volume environment.

Essential Duties & Responsibilities:

• Takes incoming calls and makes outbound calls to and from customers to address and resolve requests and concerns such as warranty questions, return good authorizations, call tags, etc.
• Create and maintain various internal Company reports including sales spreadsheets, returns, international documents required for shipping, UPS tracking, and others.
• Examine records and related documents and correspondence to address questions or concerns effectively. Follow up with Customers to ensure satisfaction and resolution.
• Communicate with other departments such as Shipping/Receiving, Accounting, and Purchasing as needed to address customer questions, requests, or complaints.
• Exercises discretion and judgment and draws on a detailed understanding of the company’s policies and practices in resolving customer issues.
• Daily reconciliation through various portals confirming receipt, invoice, estimated shipping times, tracking, and related necessary data
• Respond to work requests from department staff in a timely and accurate manner

Requirements

Preferred Education and Experience:

• High school diploma or equivalent required. Some college coursework is preferred.
• 1+ year experience in a customer service role for a medium or large size corporation
• Proficiency using Microsoft Office products including Excel, Outlook, and Word.
• Experience with Great Plains a plus.
• Experience with an ERP system
• Experience with a CRM

Knowledge and Personal Attributes:

• Strong organizational and communication skills, with a team-orientated philosophy, and problem-solving skills.
• Have extraordinary telephone etiquette and be able to communicate effectively with internal and external customers.
• Strong attention to detail as well as accurate data entry skills.
• Ability to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines.
• Ability to understand issues and make systematic and rational judgments based on relevant information.
• Comfortable using the following tools continually: computer, 10 key, telephone, copier, and fax.
• The ability to multitask is a must.