The Customer Service Representative is responsible for providing excellent customer service to customers while processing incoming order requests and inquiries efficiently and accurately in a professional manner.
Essential Duties and Responsibilities:

• Process all customer supply orders and inquiries via phone, email, or walk-ins.
• Verify all pricing and/or coverage on supplies.
• Ensure timely delivery of supplies to customers.
• Investigate and resolve any issues associated with supply orders.
• Ability to compose correspondence and/or quotes to customers.
• Process return material authorizations.
• Answer customer questions regarding supply invoices.
• Provide internal support to assigned salesperson or team.
• Manage backorder report.
• Generate Purchase Orders for drop shipments.
• Assist with customer service issues/calls.
• Monitor / research FM Audit alerts.
• Other duties as assigned.

Competencies:
To perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position.

• Customer service—the individual manages difficult client/vendor situations, responds promptly, solicits feedback to improve service, responds to requests for service and assistance and meets commitments.
• Communication – Good listening and phone skills; able to successfully work with difficult customers with diplomacy and tact.
• Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully.
• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
• Quality control—the individual demonstrates accuracy and thoroughness, monitors own work to ensure quality and applies feedback to improve performance.
• Quantity—meets productivity standards and completes work in a timely manner.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
• Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
• Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.

Supervisory Responsibilities:
This position does not have supervisory responsibilities.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education/Experience:
High School Diploma or general education degree (GED); or one to two years customer service experience; or equivalent combination of education and experience.
Certificates and Licenses:
None required.
Language Skills:
Read and comprehend simple instructions, short correspondence and emails; Write simple correspondence; Effectively present information in one-on-one situation and small group situations to customers, and other employees.
Math Skills:
Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Reasoning Ability:
Apply common sense and understanding to carry out instructions furnished in written, oral or diagram form; to deal with problems involving several concrete variables in standardized situations. Identifies problems, gathers information, and offers solutions.
Computer Skills
Proficiency with Microsoft Word, Excel, and Outlook required. Proficiency with email required.
Physical Demands and Work Environment: The physical demands and work environment described below represent the activities and surroundings of the positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work is typically performed in an office environment, with a moderate noise level.
While performing the duties of this job, the employee is regularly required to sit for long periods of time. To perform the job, the employee is frequently required to talk and hear on the telephone and in person with individuals and groups. The employee must be able to reach with hands and arms to type frequently throughout the day. Vision is required as the incumbent is required to read and respond to documents in hard copy and electronic form.
Competitive Benefits Package Include:

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Vacation
• Paid Holidays
• Ongoing training opportunities

Job Type: Full-time

Pay: $18.75 - $19.70 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person