Customer Service Representative

Summary/Objective

Under the supervision of the Customer Service Manager, the Customer Service Representative provides support to customers and sales department by performing the following duties.

Essential Functions

• Provides the best quality experience with courtesy and professional attitude to maintain customer satisfaction.
• Assists customers via telephone, email or fax regarding product availability, etc.
• Correctly enters customer orders into the system.
• Transmits or emails Bills of Lading and pick tickets of customer orders to warehouses for shipping.
• Notifies customers when back orders will be available.
• Communicates with purchasing and production regarding low inventories and product needs for customer shipments.
• Tracks orders for timely shipments and customer pickups.
• Keeps order desk price books updated for customer pricing.
• Reviews pricing and generates customer invoices.
• Processes credits, rebills, returns, etc.
• Coordinates with Accounts Receivables to contact delinquent accountholders to request payment.
• Researches customer discrepancies and past-due amounts with the assistance of Account Receivables; Contacts delinquent accountholders to request payment.
• Other duties as assigned.

Qualifications:

Required:

• 2 years of previous order desk/customer service experience required.

Preferred Qualifications

• 3-5 years of previous order desk/customer service experience is strongly preferred.
• Bachelor’s Degree, preferred.

Required Competencies

• Ability to read, comprehend instructions and memos in English; Ability to carry out detailed written and verbal instructions
• Intermediate knowledge in Word, Excel and Outlook and the ability and willingness to learn new software applications
• Attention to detail at a high level
• Self- motivated with the ability to handle multiple tasks accurately and meet deadline in a fast-paced environment
• Ability to build relationships and work well in a team-based environment
• Strong customer orientation

Supervisory Responsibility

None

Work Environment

The physical environment requires the employee to work primarily in an office environment with prolonged periods sitting at a desk and working on a computer. Occasionally works in warehouse/plant in heat/cold conditions. Frequently required to use personal protective equipment to prevent exposure to hazards. Must be able to lift up to 25 pounds at times.

Classification/Expected Hours of Employment

This position is a full-time position that is non-exempt. Typically works 5 eight-hour days (Monday – Friday) with overtime as required.

Education and Experience

Must have high school diploma or equivalent; Associates degree preferred.

Benefits Include:

• Medical
• Dental
• Vision
• Company Paid Short Term Disability
• Company Paid Long Term Disability
• Company Paid Life Insurance
• Voluntary Employee Paid Life Insurance, Critical Illness, Accident and Hospital Indemnity Options
• Paid Sick/Personal Leave
• Paid Vacation
• Paid Holidays
• 401(k) Plan/Profit Sharing
• Tuition Reimbursement
• Employee Assistance Program
• Employee Referral Program

Pay Range: $22 - $26 an hour

Disclaimer

This job description is not intended to be a comprehensive list of the duties and responsibilities of the position and the duties and responsibilities may change without notice.