Customer Service Representative

Objective / Purpose

The primary purpose of this role is to manage the process flow of customer orders and make critical and timely decisions related to customer needs. Our customer service department is the front-line for customers’ requests and as such is tasked with formulating plans to address each situation with creativity, openness, and geniality. Customer service is responsible for decreasing the order error rate and increasing customer satisfaction. They are required to develop and strengthen account relationships.

Areas of Responsibility / Tasks

Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.

• Independently manage customer accounts – each customer service rep is assigned specific accounts that they are responsible for overseeing and influencing for optimal satisfaction
• Enter customer orders into the sales software efficiently and correctly
• Communicate with customers regarding order status making sure the customer has the most up to date information
• Fulfill orders with appropriate inventory
• Build strong relationships with key purchasing personnel to have a distinct understanding of their needs. Use that unique understanding to critically assess orders for accuracy and consistency
• Acts as the front line resolution manager for incoming questions and complaints using discretion on how to address and devising appropriate solutions and alternatives
• Manages the order process flow from receipt of order to delivery ensuring all steps are completed with accuracy and timeliness
• Exhibits tact, patience, and diplomacy while wading through complex problems
• Coordinate with outside warehouses and determine best plan of action for scheduling pickups and deliveries.
• Oversees pricing precision and communicates closely with the pricing personnel to insure accurate invoicing
• Completes special projects for the Director of Customer Experience as needed
• May include other duties as assigned
  
  

Competencies; Knowledge, Skills, Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.

• Excellent written and oral communication skills
• Ability to create, enhance, and maintain customer relationships
• Handles fast paced and stressful situations well
• Exceptional customer service skills
• Self-motivated with the ability to work accurately and efficiently
• Maintain organization amongst a process flow with moving pieces
• Skilled in investigating issues and formulating creative solutions
  
  

Minimum Qualifications/ Education / Experience / Certifications

• Education:
• High School diploma required
• Bachelor's degree or related training equivalent preferred
• Experience:
• Minimum of 5 years of relevant work experience in similar title and scope of responsibility – preferred
• Experience with export processes and documentation is required
• Experience with ERP Systems (Datacor preferred) is a plus.
• Systems Experience:
• SOP Software
• Microsoft suite: Outlook, Excel, Teams, SharePoint, PowerPoint
• Language:
• Proficiency in English required
  

Work Environment / Conditions

The work environment/conditions described herein are representative of those that an incumbent may experience.

• This job primarily operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and mobile communications devices.
• Must be comfortable working in a shared space, with constant noise, with/or without the use of a private office.
• Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.
  
  

Physical Requirements / Demands

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

• This is a largely sedentary role, however a variety of standing, sitting and walking throughout the day is required.
• While performing the duties of this job, the incumbent is regularly required to communicate verbally, listen, read and comprehend information, and type on a consistent and daily basis.
  
  

Acknowledgement

This job description is not an exhaustive list of areas of responsibility or tasks that an incumbent in this position may be asked to perform. All Employees are required to deliver the desired results intended for their role, at the designated level of knowledge, skill, and ability commensurate with their job title and level within the organization.

My signature below confirms my acknowledgment that I have read and understand this job description and understand that the company reserves the right to amend this job description, and/or terms and conditions of employment at any time with or without notice.

Printed Name of Incumbent: ____________________________________________

Signature of Incumbent: __________________________________________

Date:_________________________________

• All employees of the Company are employed on an “at will” basis, which means that both the employee and the Company have the right to terminate employment at any time, for any reason or no reason, with or without cause and with or without notice.
• Equal Opportunity Employer -----M/F/D/V
  
  

Notice To Applicants

Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status, or marital status. We assure you that your opportunity for employment with this employer depends solely upon your qualifications.