Customer Service Representative

SUMMARY

Customer Service Representatives play a pivotal role in ensuring customer satisfaction and fostering strong relationships between the company and its customers. Primary responsibility is to provide exceptional service by addressing inquiries, resolving issues, and managing customer orders in an efficient and effective manner. This position requires strong communication skills, product knowledge, and a customer-centric approach.

KEY PERFORMANCE INDICATORS (KPIs)

• Reduce number of order entry errors to less than 2 per month
• Meet or exceed annual NPS target.

ESSENTIAL FUNCTIONS

• Process customer orders accurately and efficiently using the company's order management system.
• Maintain broad knowledge of all company products, services, and promotions.
• Investigate and resolve customer issues or complaints, collaborating with internal teams to find solutions.
• Communicate effectively with internal departments to ensure customer needs are met and orders are processed accurately.
• Track and monitor order status, ensuring timely delivery and addressing any delays or issues that may arise.
• Work closely with Business Analyst and Accounting to confirm and process customer concessions, rebates, credits, and charge corrections.
• Create and advise disposition for items that have return requests from carriers or customers.

EDUCATION & EXPERIENCE

• High School Diploma or Equivalent
• 2+ years customer service experience required.

KNOWLEDGE & SKILLS

• Excellent communication skills, both verbal and written.
• Strong problem-solving and interpersonal abilities
• Proficiency in using customer relationship management (CRM) software and Microsoft Office applications.
• Knowledge of manufacturing processes and products is a plus.
• Ability to work in a fast-paced and sometimes high-pressure environment.
• Attention to detail and strong organizational skills.

PHYSCIAL REQUIREMENTS

Non-Manufacturing:

• Typically work is in an office environment where the noise level is low to moderate.
• Requires standing and/or sitting for prolonged periods of time.
• Ability to lift boxes/materials weighing up to 10 lbs.
• Requires telephone work and/or computer work, as well as interactions with other employees and customers.
• Ability to read, write, listen, and communicate effectively.