What are the responsibilities and job description for the Customer Service Representitive position at Bollman Hat Company?
Job Purpose:
Interact with Customers to provide information in response to inquires about products and services, respond to orders, inquires and invoice questions and in general to handle and resolve complaints.
Key Responsibilities and Accountabilities of the Position:
- Responds to customers request via telephone, mail or by computer
- Contact customers to gather data to clarify orders, provide pricing, availability etc.
- Writes up orders, mails catalogs and similar data to customers as required
- Sell product and place customer orders in the Computer System
- Provide Customers with product and service information
- Transfer Customer calls to the appropriate staff
- Identify, research, and resolve customer issues using the computer system
- All other duties as assigned
Additional Responsibilities:
- Acquire knowledge of product lines, prices, and delivery times to serve our customers more efficiently
- Update job knowledge by participating in educational opportunities
- Improves customer service by recommended improved processes
- Maintains liaison with other departments for order completions
Specific Job Skills Required
- has empathy for the customers situation
- has ‘thick skin’ and is able to handle complaints even when dealing with a unpleasant customer.
- Works accurately with an eye for detail
- Pleasant phone voice and mannerism
- Ability to operate simple office equipment such as fax machines, scanners, copiers etc.
- Ability to work in a team environment
Computer Skills Required:
- Must be proficient with Microsoft Word and Excel.
- Must be able to learn Customer Service Software Applications
- Ability to type 50 words per minute.
Literacy and Numeracy Required:
- Basic Reading, Writing and Arithmetic skills are required
- Professional written and verbal communication skills
Experience:
- 1-3 years of Customer Service experience preferred.
- Prefer Customer Service experience within call centers but not required
Education Required:
- High School diploma or GED required
Working Conditions:
- Temperature Controlled Office Environment
- Workstations within cubicles
Health & Safety:
- Personal Protective Equipment
- Means of Egress
- Hazards Communications
- Sitting 90% of shift
- Bending, twisting, reaching, walking 10% of shift
- Speaking on the telephone 30% of shift
- Computer work 70% of shift
This job description does not provide an exhaustive list of the duties and responsibilities within this role. The position holder will be expected to undertake all duties as reasonably required by their manager.