CUSTOMER SERVICE REPRESENTATIVE

Summary: The Customer Service Representative is responsible for providing excellent customer support and managing customer orders from entry through shipment and invoicing.  This position supports efficient daily operations by maintaining accurate customer data, processing orders, resolving customer issues, and coordinating with internal departments to ensure timely and accurate service. 

There are two schedules: Lead CSR schedule is Monday through Friday:  7:00 am to 3:30 pm.  CSR schedule is Monday through Friday:  8:30 am to 5:00 pm.

Essential  Duties: 

• Provide excellent customer service  
  • Answer phones and emails in a timely and professional manner
  • Respond promptly and professionally to customer requests while adhering to company policies and operational capabilities
• Ensure precise and accurate work
• Adhere to the following customer service policies and procedures (not only limited to this list):
  • Enter customer setup data – including, but not limited to, customer contact information, ship-to and bill-to locations, tax forms, assigning sales reps, enter approved contract information, credit limits, payment terms, and pricing agreements, verify order requirements and required documentation
  • Manage customer orders from entry through shipment completion and invoicing/billing
  • Communicate clearly and in a timely manner with customers
  • Ensure ERP fields are completed correctly
  • Resolve customer complaints and product issues to maintain high satisfaction levels
  • Handle returns, replacements, and/or credits
  • Maintain customer records and documentation
  • Verify accuracy of invoices and shipping documents
  • Follow up with customers to ensure satisfaction
  • Work with QC on product issues
• Learn and maintain a working knowledge of current and new product lines 
• Establish good personnel relations with external customers, internal departments, sales staff, and other employees
• Utilize the ERP system proficiently and accurately
• Maintain professionalism, productivity, and effective time management throughout the workday while limiting distractions and downtime

Qualifications:

• Excellent attention to detail
• Excellent verbal and written communication skills
• Strong independent problem-solving ability
• Strong computer and typing skills
• Strong organizational skills
• Efficiently manage time
• Customer-focused attitude
• Strong conflict resolution and customer service skills
• Ability to work independently
• Competency in MS Office (Word, Excel, Outlook)
• Proficiently read, write, and perform basic math skills
• Must be able to understand ordinary verbal and written instructions 

Language Skills:

Must be able to read, write and speak English; bilingual in Spanish is a plus. 

Certificates, Licenses, Registrations:

High school diploma or general education degree (GED) preferred; some high school education required.

 Work Environment:

• Work is performed in a typical office setting, but some time each day is spent in manufacturing and warehouses with the typical noises and dangers normally associated with these areas.
• Subject to intense pressures from various groups and to ever changing situations regarding supply and demand.
• Because of the nature of this position, knowledge that is sometimes confidential is available. Dissemination of this information is restricted and could lead to discharge.
• The employee is occasionally required to work in high, precarious places; fumes or airborne particles; outdoor weather conditions.

Physical Demands:

Essential functions can require:

• Standing or sitting for extended periods of time.
• Use hands to touch, handle, or feel objects, tools, or controls.
• Reach with hands and arms.
• Talking or hearing.
• Occasional walking.
• Stoop; kneel; crouch.
• Lifting/handling:  exert up to 50 pounds occasionally; up to 20 pounds of force frequently; and/or up to 10 pounds of force constantly to move objects.
• Vision: color; close; peripheral vision; depth perception; and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

Salary : $16