What are the responsibilities and job description for the Customer Service Representative position at E.S. Kluft & Company?
E.S. Kluft & Company
The Standard of Luxury and Comfort
We’re seeking a highly qualified, collaborative, professional, knowledgeable, and results-driven Customer Service Representative to support our growing mattress manufacturing company.
Future employees will have the opportunity to join Health, Vision, Dental, and Life Insurance on the first of the month following the date of hire. We offer 10 holidays, vacation, sick pay, and 401k employer match
E.S. Kluft & Company is known for a long story of building only the best mattress in the U.S.! We are the company of choice for luxurious high-quality mattresses and want to be the employer of choice for your next career employment opportunity.
JOB PURPOSE
The Customer Service Representative is responsible for providing effective customer service for all customers and assist in processing orders, RGA’s, warranty claims and respond to product related questions. Works with Production, Sales and Accounting personnel to provide excellent customer service and resolve customer issues.
MAIN DUTIES & RESPONSIBILITIES
- Provides excellent quality service that meets or exceeds the needs of our customers by timely responding to customer questions and resolving issues that may develop.
- Responds to customer inquiries in a positive manner.
- Researches customer issues and interfaces with Production, Sales and Accounting personnel to resolve any and all problems that may occur.
- Tracks all issue, errors and returns and ensures all issues, errors, and returns are completely closed or resolved.
- Processes Electronic Data Interchange (EDI) orders from customers.
- Assists with Returns and Warranty processes as required.
- Assists with answering incoming calls within the company as may be required.
- Assists Customer Service Manager with special projects as required.
KPIs
Maintain excellent customer relations and timely resolve issues.
DIRECT REPORTS
- None
QUALIFICATIONS
- At least 3 years Customer Service experience preferably within an order entry or order fulfillment role in the manufacturing industry.
- Experience with Customer Returns and Warranty
- Professional and effective communication skills (verbal and written).
- Ability to organize work and achieve daily tasks
- High school graduate
- Computer literate (Microsoft Office: Word, Excel, Email, etc.)
- Ability to perform general math calculations
- Self-motivated and able to work with little supervision.