Under general supervision, enters, monitors and tracks customer purchase orders, processes debit/credit memos, maintains order information filing system, and provides knowledgeable support for assigned products. Work is focused on responding to inbound customer calls related to processing sales orders and resolving routine order/delivery issues.

Major Accountability

• Entering, monitoring and tracking of customer purchase orders
• Processing debit/credit memos
• Maintaining order information filing system
• Providing knowledgeable customer support for assigned products and services

Key Tasks and Responsibilities

• Responds to customer inquiries by telephone or email to provide non-technical problem resolution.
• Resolves routine and more complex problems and communicates solution or requested information to the customer.
• Analyzes customer service needs and refers to other service or technical departments for follow up as needed.
• May utilize a customer relationship application or database to record activities and research product information.
• Uses a computerized system to gather information and confirm sales prompted by incoming calls.
• May promote products/services, but does not have a sales quota.
• Work is generally routine or typically follows standard procedures.
• Communicates information that requires little explanation or interpretation.
• Provides direction and guidance to less experienced CSRs.

Specialized Skills, Knowledge and Abilities

• Possesses a good understanding of all general aspects of the job.
• Familiar with MS Office applications; ability to operate all related equipment for the role.
• Customer oriented; capable of effectively dealing with all levels of internal and external contacts
• Developed communications and interpersonal skills
• Good planning and problem solving/analytical skills
• Able to function in a fast-paced environment coping with frequent changes, delays or unexpected events