Position Summary:

The Customer Service Representative role is a customer-focused, fast-paced working environment. This role is responsible for resolving customer complaints and de-escalating when needed. 

Responsibilities:

• Communicate with our business (B2B) and direct/ecommerce (B2C) customers in a call center environment through phone calls, emails, and chat.
• Act as partner to and support assigned sales representatives working in the field.
• Provide individualized customer service of a high standard professional level.
• Prepare reporting, such as open orders reports, for customers and provide work proactively and reactively with the customer to provide solutions to outstanding order needs.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Assist customers with order troubleshooting, problems, and product questions.
• Self-starter with a sense of urgency.
• Always strive for first contact resolution for customers and when possible provide a final resolution within 24 hours.
• Must be customer centric - proactive in their work, anticipating their customers’ needs and when required, can manage ongoing issues requiring follow-up with customers.
• Demonstrate patience in all customer contact situations, showing courtesy and strong customer service orientation.
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
• CRM
• Provide data entry, administrative support, and team assistance as needed.
• Ability to work as part of a cross functional team and interact effectively with others
• Other duties as assigned

Qualifications:

• Individual must possess a high school diploma or GED equivalent
• College or some college preferred
• 5 years’ experience in customer service
• Experience in written/email/chat Ecommerce customer service
• Strong computer navigation skills and PC Knowledge (5 years’ experience).
• Strong Microsoft Excel skills (5 years’ experience)
• Exceptional verbal and written communication skills
• Strong data entry skills

Physical Requirements:

• Positional: Driving in accordance with job duties assigned. Infrequent standing and walking. Constant sitting.
• Gross Mobility: Rare climbing, or crawling. Infrequent balancing, stooping, kneeling, or crouching.
• Sensory: Rare tasting/smelling. Infrequent use of color vision. Occasional use of far visual acuity, depth perception, and field of vision. Frequent use of near and midrange visual acuity, and visual accommodation. Frequent to constant talking.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

Qualifications