Customer Service Representative

Overview

Join our dynamic team as a Customer Service Representative and become the vital link between our organization and valued clients. In this energetic role, you will respond to customer inquiries, quotes, orders, order tracking, warranty issues, and offer sales support, ensuring customer satisfaction through effective communication, problem-solving, and administrative excellence. Your enthusiasm and organizational skills will help foster positive relationships and streamline daily operations, making a real difference in our customers’ experience.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, using multi-line phone systems and other communication tools
• Maintain professionalism and respectful communication at all times, including in challenging interactions with customers or colleagues; refrains from using inappropriate or aggressive language.
• Maintain accurate records through data entry, filing, and updating spreadsheets using productivity software such as Microsoft Office and Google Workspace
• Confer with customers by telephone or in person in order to provide information about products and services, to take orders or refer to technical inquiries, or to obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Resolve customer billing or service complaints with excellent customer service skills and directing the issue to appropriate department.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, and arrange for billing or collect deposits or payments. Generate quotes and sales orders.
• Review and maintain customer account information.
• Communicate freight costs for delivered pricing to customers.
• Verify stock status and/or availability
• Research or refer technical inquiries.
• Receive and respond to leads from various media.
• Register and receive bids electronically.
• Generate shipment of samples requested.
• Coordinate custom quotes (RFQ's) through managers.
• Ensure timely communication with outside sales representatives. Update status based on sales representative's response.
• Notify sales representative's of quotes, order status, delivery dates and times, as well as new account prospects.
• Take and deliver messages or transfer calls to voicemail when appropriate personnel are unavailable.
• Answer questions about the organization and provide callers with address, directions and other information.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Requirements: Accountability, Accuracy, Communication skill, Conflict Resolution, Customer Oriented, Friendly, Organized, Good Time Manager, Ability to work under pressure. Must have strong Computer skills in Microsoft Office applications and experience with database maintenance.

This position requires a High School diploma or general education degree (GED) and two to four years related experience.

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person