POSITION DESCRIPTION

Bilingual Customer Service Representative Status: Hourly Non-Exempt

Department: Customer Service

Reports to: Customer Service Manager

Position Summary:

The Customer Service Specialist will interact with SIHL’s customers to address inquiries, respond to price and delivery requests, provide order and product shipping status, notify customers of delays or issues and resolve complaints, in order to provide a higher level of customer support to Sihl customers.

This position will provide all aspects of Customer Service including.

• Accept (via email, phone, EDI or fax) customer product orders.
• Most orders received via email (Sales Force & Outlook)
• ACD phone system
• Enter customer orders using KeCommerce website or Microsoft Dynamics GP.
• Handle customer inquiries and communications regarding order status. (order questions, ship dates, tracking, product availability)
• Verify accuracy of orders.
• Perform freight calculations for orders using StarShip software.
• Handle customer calls regarding product inquiries, complaints, billing discrepancies or shipping errors.
• Process customer return requests, return authorizations and credit memos.
• Work cross functionally with sales, product management, and operations to ensure excellent responsiveness and customer support.
• Maintain customer accounts and records in Sales Force.com of customer interactions with details of inquiries, complaints, return authorizations requests or comments.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Coordinate with field sales representatives regarding customer inquiries, order status, product availability.
• Coordinate with Materials Planning and Production departments to ensure product availability.
• Learn product applications to assist customers with product selection.
• Other projects as assigned

Knowledge, Skills and Abilities:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.

Qualifications:

• A Minimum of two years’ experience as a customer service representative.
• Must have working intermediate knowledge of MS Word and Excel. Experience with using Great Plains, Sales Force software a plus.
• Knowledge of basic measurements and general math skills to assist customers with orders on our paper products.
• Strong verbal communication and problem-solving skills required.
• Ability to multitask and take on additional responsibilities as needed. Ability to work well with others
• Willingness to learn and operate in changing environment

Work Environment/Physical Demands:

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Must be able to lift up to 15lbs.