What are the responsibilities and job description for the Customer Service Representative position at Sunnen Products Company?
Position Summary:
The Customer Service Representative is dedicated to delivering exceptional customer experiences with professionalism and composure, even in challenging situations. This role offers a dynamic environment, combining customer order processing and inquiry handling through various channels such as phone, email, and eCommerce platforms. As part of a fast-paced, collaborative team, the representative accurately analyzes, interprets, and fulfills customer requests while ensuring efficiency and attention to detail.
ESSENTIAL FUNCTIONS OF THE JOB
The Customer Service Representative will be responsible for delivering results that include the following:
- Establish strong, effective working relationships with customers and coworkers.
- Efficiently process customer purchase orders received through phone, email, or eCommerce platforms, ensuring accuracy and promptness.
- Provide leads obtained from customer interactions to appropriate sales personnel.
- Transfer technical inquiries or application requests to the Advanced Technology Center (honing lab). Transfer customer equipment service needs to Field Service department.
- Communicate vital order details, such as pricing, delivery schedules, and terms of sale, to keep customers well-informed.
- Screen customers against Restricted Party Lists.
- Input customer information into our CRM database for accurate and up-to-date recording of activities.
- Actively onboard customers to the eCommerce platform for product ordering and self-service with common customer information requests.
- Proactively call and email customers to foster customer loyalty, satisfaction and increased sales.
POSITION QUALIFICATION REQUIREMENTS
- High school education or equivalent
- Minimum of three years' customer service experience
- Experienced in accurately processing orders using computer applications
- Proven experience working in a fast-paced environment with the ability to multi-task projects and responsbilities
- Customer Relationship Management Systems such as (Oracle CX CRM) and eCommerce platforms (Shopify)
- Ability to work as a team
- Ability to solve problems
- Ability to learn technical product attributes
- Strong written and verbal English communication skills (Fluency is Spanish is a plus)