Customer Service Representative

Description

The Customer Service Representative is a key member of our team, responsible for ensuring exceptional service and seamless communication between customers, sales representatives, and internal teams. This position plays a vital role in managing customer inquiries, providing product and service information, resolving issues, and delivering outstanding customer experiences

REASONABLE ACCOMMODATIONS STATEMENT

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

Roles and Responsibilities/ Essential Functions:

Core Values Support: 

· Demonstrate integrity and consistency in all interactions, ensuring the company’s Core Values are reflected in service delivery, team collaboration, and customer interactions.

Customer Service Excellence: 

· Respond to customer inquiries in a timely and professional manner, providing accurate information about products, services, and orders to ensure customer satisfaction.

· Inform customers in advance of potential issues with their orders (e.g., delivery delays or inventory issues) to maintain a positive customer experience and manage expectations.

Sales Support: 

· Identify sales opportunities to meet customer needs while contributing to overall company growth.

Issue and Complaint Resolution: 

· Address customer complaints, returns, and order discrepancies promptly, ensuring effective resolution and escalating issues when needed.

· Support the identification of the root causes for recurring issues and contribute to the development and implementation of countermeasures to prevent future problems.

Billing & Payment Management: 

· Assist in resolving billing discrepancies, short payments, and other financial issues, collaborating with sales, accounting and accounts as needed.

· Work with accounts and customers on credit requests and manage the Credit Hold Order list to ensure timely resolution of financial issues.

Cross-Departmental Coordination: 

· Work closely with teams in Sales, Operations, Scheduling, Shipping, and IT to ensure on-time deliveries and resolve customer issues

· Communicate between departments to resolve customer-related issues quickly and efficiently.

Other Duties as Assigned: 

· Take on additional tasks and responsibilities as required, contributing to the overall success of the customer service department and company operations.

KPI’s

· Customer satisfaction: Ensure high levels of internal and external customer satisfaction, as measured by surveys, feedback, and repeat business.

· Issue resolution timing: Maintain quick resolution times for customer issues and complaints, aiming for high efficiency in all aspects of service delivery.

· Project and Annual Objective Delivery: Deliver projects, objectives, and KPIs as outlined by leadership, with adjustments made annually based on business needs.

Requirements

POSITION QUALIFICATIONS

Competency Statements

• Accuracy: The extent to which an      individual’s work is correct and error free within company policies and      guidelines.
• Adaptability: The extent to which an      individual can fit into a changing work environment.
• Customer Oriented: A desire to serve both      external and internal clients by focusing effort on meeting the clients      needs, understanding their concerns, and seeking to build trust.
• Communication, Oral & Written: The      extent to which an individual communicates with clarity, actively engaging      in conversations in order to clearly understand others’ message and      intent, and received and processes feedback.
• Detail Oriented: The ability to pay      attention to all aspects of a situation or task, no matter how small or      seemingly unimportant.
• Organized: The ability of the individual to      be structured and methodical in working skills.
• Problem Solving: The ability to recognize      courses of action which can be taken to handle problems or potential      problems.
• Time Management: The ability to effectively      utilize available time for the completion of necessary job tasks. 

Preferred Experience:  

• Two years of related experience

Required Skills, Education and/ or Certifications: 

• Must be proficient in the use of a PC and Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
• High School Diploma or GED

Preferred Skills, Education and/or Certification: 

• Any other appropriate education as determined by management.

Equal Opportunity Employer - Including Disabled and Veterans

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