Job Description

SUMMARY

The Customer Service Representative is responsible for providing product and service information, taking incoming calls from customers and transmitting necessary information to various Departments within the Company. The Customer Service Representative will act as the Point of Contact with customers in resolving product and service issues which implies effective communication between all parties involved.

RESPONSIBILITIES

• Effectively manage large amounts of incoming calls, emails and text messages
• Identify and assess customers’ needs to achieve customer satisfaction and act as liaison between customers and internal departments by forwarding questions and answers
• Build sustainable relationships of trust through open and interactive communication
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Accepts inbound calls and emails from end users for areas of customer support, covering various brands and product lines
• Places outbound calls to end users to follow up on updates and in response to voicemail messages
• Answers questions in regards to company policy, warranty, product functions, product specifications
• Maintains correspondence with customers to answer questions and resolve issues they are experiencing
• Strives to complete all pending ticket messages, emails, and voicemail callbacks daily, when time allows
• Uses standard methods of de-escalation for angry customers
• Reports any issues that are becoming noticeably more prevalent amongst different customers
• Understand how 4Excelsior completes orders from receipt of an order through to the shipment to the customer to be an effective part of the customer service team
• Request packing lists, providing packing list/BOLs to warehouse
• Confirm customer item receipt emails along w/providing any clarification on any shipping documents
• Keep track of inventory based on ship outs
• Provide customer with updated inventory
• Work with accounting team to provide documentation of ship outs to invoice accordingly
• Ship retain samples to the appropriate people/department in a timely manner and keep log of quantities for invoicing
• Follow SOPs while being flexible and adapting to requests and assignments from upper management
• Other duties as assigned

JOB REQUIREMENTS

• College Degree in STEM related field preferred
• Excellent written and verbal communication skills
• Good organizational skills with a strong attention to detail
• Ability to multi-task and prioritize responsibilities
• Strong documentation practices and record keeping skills
• Ability to work both independently and in a team environment
• Ability to work under pressure
• Product Knowledge

REQUIRED COMPUTER SKILLS

• Working knowledge of general computer operations and concepts
• Working knowledge of Microsoft Office including Outlook & Word
• Advanced working knowledge of Microsoft Excel
• Ability to type 40 wpm
• Preferred knowledge of ERP or other Manufacturing Software

PHYSICAL REQUIREMENT

• Ability to sit or stand for extended hours
• Ability to view a computer screen and type for extended hours
• Other physical requirements include occasional squatting, bending, and twisting

OTHER REQUIREMENT

• Must be able to adjust work schedule to business needs.

Company Description

4Excelsior provides high quality contract manufacturing solutions for the dietary supplements and sports nutrition industry. Our 78,000 square foot NSF GMP certified facility consists of 16 humidity and temperature controlled clean rooms, a complete in-house laboratory, and fully automated machinery. We believe in complete transparency, and providing our clients with the best in quality manufacturing. We believe in ethical scientific identification and procurement of raw materials, high quality formulation and manufacturing, and complete laboratory testing from start to finish.