Job Description

 

JOB PURPOSE SUMMARY

 

Responsible for responding to walk-in customer inquiries and greeting customers as well as processing orders. Customer service representatives also perform a variety of duties related to customer service including:

 

 

THE STANDARDS

 

The following standards are expected of all  employees:

 

§ Maintain strong personal ethics and a high level of service

§ Maintain respect and common courtesy for your peers as well as customers

§ Maintain a professional image while on the telephone as well as in person

§ Maintain strong listening skills to handle difficult situations or customers

§ Maintain effectiveness and efficiency while striving to do it right the first time

§ Maintain a teamwork atmosphere and take on the opportunity to be cross-trained

§ Maintain ability to learn to use standard or special application computer software package

§ Maintain innovation to bring along positive change

§ Maintain respect for policies, procedures and confidentiality

§ Maintain ability to establish priorities

 

 

ESSENTIAL JOB DUTIES

 

Customer Service Representatives will be involved in various aspects of the following areas:

 

 

Ø Enters 30-40 customer orders a day into company database.

 

Ø File orders after verification is complete.

 

Ø Checks inventory status informs customers of any credits or debits and inputs order amount and invoice number; informs customers of applicable credits or debits.

 

Ø Explains the company will-call policy and/or shipping policy to new customers.

 

Ø Inputs add-on orders verifying with customer new total for order and sends order to warehouse.

 

Ø Converts orders to packing slips; if applicable calls customers for approval to ship incomplete order if all item requests are not in stock; compares packing slips to invoices and makes any necessary corrections.

 

Ø Maintains invoices, packing lists, and customer files; purges 4-6 year old files on a daily basis for bulk filing; maintains master files.

 

Ø Completes orders for will-call net 30

 

 

 

 

 

 

 

 

NON-ESSENTIAL JOB DUTIES

 

Perform similar and incidental duties as required.

 

 

JOB QUALIFICATIONS

 

EDUCATION: High School Diploma or equivalent with some college education preferred.

 

EXPERIENCE: Minimum six (6) months related experience or training.

 

KNOWLEDGE: Requires basic understanding of customer service, sales, clerical/secretarial support, and PC data processing, organization, developing and maintaining a priority system and working under deadlines, telephone etiquette skills, ability to get along with others, take constructive criticism and be a team player.

 

LANGUAGE SKILLS: Ability to communicate clearly and concisely in both oral and written communication, bilingual in Spanish is preferred.

 

MATH SKILLS: Overall general arithmetic skills and knowledge of mathematical principles.

 

OTHER SKILLS: Time management skills to effectively schedule and meet company demands.

 

OTHER ABILITIES: Ability to handle multiple priorities.

 

 

REPORTING RELATIONSHIPS

 

Reports to the Office Manager and/or Assistant Office Manager.

 

 

MAJOR BUSINESS/PROFESSIONAL CONTACTS

 

Frequent contact with management, employees, customers, retail stores, sales representatives, branches and trucking companies.

 

 

WORKING AND ENVIRONMENTAL CONDITIONS

 

Normal working environment involving minimum discomforts or hazardous conditions. The noise level in the work environment is usually moderate.

 

 

PHYSICAL DEMANDS

 

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand or walk.