Customer Service Representative
Job Summary:
A Customer Service Representative will provide product/service information, answer questions, quote product lead-times, entering pricing or PO's, resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
- Become intimately familiar with our product line and common customer concerns
- Learn the ins and outs of our AS400 system
- Follow Customer Service Standard Work and any other responsibilities that may be added to the job
- Answer customer questions, assist with order modifications, and resolve any customer concerns in a friendly and professional manner
- Work one on one with customers to provide solutions to problems
- Work virtually or over telephone with our shipping team and shipping providers to help resolve issues with customer shipments
- Keep detailed notes / organization of customer interactions, and following up with customers or team members as needed
- Manage incoming customer phone calls and emails
- Identify and assess customers' needs to achieve the highest level of satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communications
- Provide accurate, valid, and complete information by using standard procedures
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Participation in process improvement teams
- Maintain Customer Profile Information and Pricing
- Backup other Customer Service colleagues during absences and vacation
- Follow communication procedures, guidelines, and policies
Requirements:
Requirements and skills
- Preferred customer support experience or experience as a Customer Service Representative
- Strong phone contact handling skills and active listening
- Professional skills in written communication
- Excellent communication and presentation skills
- Customer orientation and ability to adapt to fast paced environments
- Ability to multi-task, prioritize, and manage time effectively
- An adaptive learner and self-starter
- A great problem solver with a friendly and positive attitude
- Proficient at multitasking, prioritizing and managing time
- Prepared to handle a constant flow of emails / messages from customers and team members at times of high volume
- Has previous customer service experience and AS400/I5 experience (preferred but not required)
- A passion for providing outstanding customer service
- 4-year degree preferred
- Ability to work occasional overtime, as needed
Compensation: TBD