What are the responsibilities and job description for the Customer Service Representative position at MAI Animal Health?
Job Summary:
The Customer Service Representative is responsible for promptly answering and resolving customer questions and issues professionally and expeditiously while maintaining a positive, courteous approach to internal and external customers.
Responsibilities and Duties:
- Provide exceptional customer service to all internal and external customers.
- Provide support to all sales staff.
- Enter sales orders acquired through customer interactions.
- Address and respond to customer inquiries on products and services, including installation, product functions, and troubleshooting.
- Provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction.
- Develop a working knowledge of our products and their use to assist customers identifying appropriate products based on their needs. Refer customers to the appropriate in-house resources.
- Document client interactions, including details of inquiries, complaints, comments, and actions taken.
- Maintaining follow-up procedures with customers to ensure receipt of products and overall satisfaction.
- Collaborate with other departments to resolve customer concerns or escalate complex issues.
- Work in a safe manner and follow safe work practices and policies.
- All other duties assigned by your manager.
Knowledge and Skills:
- Self-starter with the ability to work both independently and cohesively with others
- Excellent communication, interpersonal and computer skills.
- Meticulous data entry skills
- Ability to process and handle confidential information with discretion.
- Ability to work under pressure and meet close deadlines.
- Ability to review, interpret, and evaluate company documents
- Ability to work in a team environment and maintain a professional disposition
- Ability to work in a fast-paced environment, meet time deadlines, and perform under pressure.
Education and Experience Requirements:
- High school graduation or equivalent; technical degree in related field preferred.
- Minimum of one year’s experience in the veterinary field preferred.
- Two years' experience in a Customer Service role.
- Proficient in Microsoft Outlook, Microsoft Word, and Excel.
- Ability to effectively utilize an ERP system to manage business as well as assist co-workers and direct reports.
- Solid understanding of safe work practices and OSHA.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Able to perform regular bending, twisting, and lifting to shelves.
- Ability to lift and carry up to 30 pounds and push and/or pull at times.
Mark Anderson Companies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.
This job description is not intended to be all-inclusive. The employee may perform other related duties as necessary to meet the ongoing needs of the organization. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.