Customer Service Representative

Position Summary:
The general areas of responsibility are developing good working relationships with customers, office and
warehouse personnel; prompt follow through on customer requests; an organized and orderly system for
handling daily paperwork and computer processing (including email correspondence). The primary task of
the CSRepresentative is to accurately and timely process customer orders and receipts on a daily basis.

Essential Functions:
• Demonstrate competent skills with computer software programs such as MS Office, MS Word,
MS Outlook, and MS Excel.
• Demonstrate competent skills with the WMS system, UPS, FedEx, andUSPS systems.
• Must be well organized and efficient with order processing and receipt processing
• Positive interaction with employees& customers
• Demonstrate sound judgment when interacting with customers
• Must be punctual and meet all deadlines.
• Ability to handle fluctuating workload, prioritizing workload, and multi-tasking.
• Demonstrate excellent math skills
• Demonstrate excellent email writing skills.
• Follow instructions and finish assignments before deadlines and cutoffs.
• Perform all filing duties on a daily basis.
• Maintains a clean, neat, and organized work area.
• Follows written SOP process steps when performing their job.
• Must be punctual and have a neat appearance.
• Must show good judgment when handling situations that arise.
• Be personable and professional.
• Promotable to other positions in the company.
• Safety: Respond to safety-related incidents in the capacity in which you are trained.
• Performs other duties as assigned.

Educations Qualifications / Requirements:
• High School diploma or general equivalency diploma.
• 2-3 years of customer service experience or equivalent combination of education and experience.
• Strong communication and organizational skills with attention to detail.
• Ability to prioritize, multitask, and work collaboratively with operations, transportation, and
warehouse teams.

Knowledge, Skills, andAbilities:
• CustomerAdvocate:Demonstrate a clear understanding of our customer’s needs.
• Telephone Skills:Develop good telephone etiquette.
• WMS Competency: Learn the computer program thoroughly with a trainer.
• Office Equipment & Software: Learn proper use of all office equipment, filing system, office and
warehouse procedures that affect the Customer Service (CS) office, including MS Office
software.
• Warehouse Operations: Learn to understand the importance of interaction between all
warehouse departments. Courteous and timely with other company team members.
• Learn to use warehouse radio system.
• Will-Call Window: Train at the will-call window
• Communication:Clear and concise verbal and written communication skills
• Character:Honesty, trust, and open-mindedness, patience.
• Professionalism:Commitment to professional growth, development, and perform other duties as
assigned.
• Experience:Appropriate combination of formal education and practical experience
• Performance: Must perform job tasks to meet or exceed customer key performance indicators
and the minimum established performance metrics for your customer(s).
• Continuous Improvement:Discover better ways to improve your department. Offer written
suggestions. Demonstrate effective critical thinking skills.
• Personal growth and development: Demonstrate initiative in developing your job skills and
commit to participate in an inhouse training program.
• Communications with customer:Regular communication with customers.
• Customer feedback and satisfaction: Ask customers for feedback on our service and how we
can better serve them.
• Workstation:Maintains workstation in a neat, clean, and organized manner.
• Follows Instructions: Performs work according to SOP process steps and follows up on all
verbal assignments.
• Attitude:Willingness to participate as a team member with selfless attitude.

Physical Demands and Working Environment:
Physical Demands:
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions. While performing the duties of this job, the employee is regularly required to use hands
to finger, handle, or feel objects, tools, or controls; and talk or hear.
The employee frequently is required to sit. The employee is occasionally required to stand, walk,
reach with hands and arms, and taste or smell. The employee must occasionally lift and/or move
up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision,
color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work Environment:
The work environment characteristics described here are representative of those an employee
encounters while performing the essential functions of this job, predominantly in an office setting.