Job Description

Drives positive customer experience and repeat business. Interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Responsibilities

• Supervises the keeping of records within a company standard system of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolves customers' ordering, shipping and billing complaints by performing activities to resolve the problem.
• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.
• Contacts customers to respond to inquiries or to notify them of investigation results or any planned adjustments.
• Recommends improvements in products, services, delivery, shipping, or billing methods and procedures to prevent future problems.
• Solicits repeat and add-on sales of new or additional services or products.
• Manages customer satisfaction through a reach out program.
• Confers with customers by telephone, email or in person to provide information.

Qualifications

• Bachelor's degree or equivalent experience a plus, with emphasis in related discipline (business, supply chain, accounting).
• HS Diploma or equivalent required.
• 4 years of relevant experience with customer relations, customer service and accounting / back office with increasing levels of responsibility.
• Must be able to work in a team environment.
• Must be detail minded.
• Must be able to problem solve.
• Must be able to make decisions.
• Must have excellent phone skills.
• Must have complaint handling skills.
• Able to speak clearly and listen attentively.
• Must be self-motivated.
• Must have clear handwriting skills.
• Capable of recognizing and distinguishing letters and numbers (both visually and orally) and remembering their sequence.
• Must demonstrate professional business etiquette.
• Must know Internet Explorer / web navigation.
• Must know PC's / Windows (PDF, XLS, DOC, TXT, JPEG, BMP, GIF, TIF file formats).
• Must know Outlook.
• Must know Microsoft Excel (basic formulas and workbook set up).
• Must know Microsoft Word (including object insertion).
• Document management systems experience is a plus.
• Must know office equipment (copying, scanning).
• Experience with incident tracking systems a plus.
• Working Conditions
• Salary $66,000 per year

Last updated : 2024-04-09