Job Description
JOB DESCRIPTION:
OBJECTIVE:
THE CUSTOMER SERVICE REPRESENTATIVE IS RESPONSIBLE FOR PROVIDING EFFECTIVE CUSTOMER SERVICE FOR ALL CUSTOMERS BY USING EXCELLENT, IN-DEPTH KNOWLEDGE OF COMPANY PRODUCTS AND PROGRAMS AS WELL AS COMMUNICATING EFFECTIVELY WITH TEAM MEMBERS ACROSS A RANGE OF DEPARTMENTS. THE REPRESENTATIVE IS RESPONSIBLE FOR PROCESSING ORDERS FOR MERCHANDISE RECEIVED BY TELEPHONE, FAX, E-MAIL, OR IN-PERSON AT THE OFFICE ORDER COUNTER.
DUTIES:
- PROVIDES TIMELY AND ACCURATE INFORMATION REGARDING CUSTOMER ORDER STATUS AND PRODUCT KNOWLEDGE REQUESTS.
- PROCESSES CUSTOMER ORDERS/CHANGES/RETURNS ACCORDING TO ESTABLISHED
DEPARTMENT POLICIES AND PROCEDURES.
- INFORMS CUSTOMERS OF UNIT PRICES, SHIPPING DATE, ANTICIPATED DELAYS, AND ANY ADDITIONAL INFORMATION NEEDED BY THE CUSTOMER.
- PRINTS SHIPMENT DOCUMENTS FOR SENDING ITEMS VIA EXTERNAL SHIPPING
SERVICE(S).
- CONFERS WITH PRODUCTION, SHIPPING, WAREHOUSE, OR COMMON CARRIER PERSONNEL TO EXPEDITE OR TRACE MISSING OR DELAYED SHIPMENTS.
- MAINTAINS DETAILED PAPER AND/OR DIGITAL FILES FOR DOCUMENTATION.
- ASSISTS IN MAINTAINING AND MONITORING ELECTRONIC DATA FOR ESTABLISHED
CUSTOMERS.
- FOLLOWS UP ON ORDERS TO ENSURE DELIVERY BY SPECIFIED DATES.
- SERVES AS LIAISON WITH MANUFACTURING AND SHIPPING PERSONNEL.
- WORKS WITH THE ACCOUNTS RECEIVABLE DEPARTMENT, WHEN NECESSARY, TO RESOLVE DISPUTED CREDIT ITEMS, INVOICES, ETC.
- RECEIVES, CHECKS, AND WORKS TO RESOLVE CUSTOMER COMPLAINTS.
- GENERATES CORRESPONDENCE TO SECURE ADDITIONAL CUSTOMER INFORMATION TO RESOLVE CUSTOMER DISPUTES.
- ANSWERS QUESTIONS FROM CUSTOMERS OR INDIVIDUALS ON HOW A PRODUCT OPERATES OR DIRECTS THEM TO THE PERSON ABLE TO ASSIST THEM.
- ENSURES THAT QUOTES ARE PROCESSED THROUGH THE QUOTING PROCESS IN A TIMELY MANNER.
- TYPES QUOTES AND MAINTAINS FILES FOR ALL QUOTES THAT ARE PROCESSED.
- ASSISTS IN MAINTAINING CUSTOMER NAME, EMAIL ADDRESS, PHONE NUMBER, AND PHYSICAL ADDRESS IN DATABASE.
- PROVIDES TIMELY FEEDBACK TO THE COMPANY REGARDING SERVICE FAILURES OR
CUSTOMER CONCERNS.
- PARTNERS WITH THE SALES TEAM TO MEET AND EXCEED CUSTOMER SERVICE EXPECTATIONS.
SKILLS/QUALIFICATIONS:
- EXPERIENCE IN THE SHEET METAL INDUSTRY (I.E. HVAC, ROOFING, ETC.) PREFERRED.
- LEADERSHIP AND INITIATIVE SKILLS.
- COMMUNICATION PROFICIENCY.
- TIME MANAGEMENT.
- PUNCTUALITY.
- RELIABILITY.
- COLLABORATION SKILLS.
- PERSONAL EFFECTIVENESS/CREDIBILITY.
- FLEXIBILITY.
- TECHNICAL CAPACITY.
- STRESS MANAGEMENT/COMPOSURE.
- CUSTOMER/CLIENT FOCUS.
- PROBLEM SOLVING/ANALYSIS.
- TEAMWORK ORIENTATION.
- EXPERIENCE WITH CRM SOFTWARE PREFERRED.
- MULTI-LINGUAL (SPANISH) A PLUS.
REQUIRED EDUCATION AND EXPERIENCE:
• 1+ YEARS OF EXPERIENCE IN CUSTOMER SERVICE, INSIDE SALES (NOT COMMISSION
BASED), AND/OR OTHER RELATED FIELD.
• HIGHSCHOOL DIPLOMA OR EQUIVALENT REQUIRED.
• ASSOCIATES DEGREE OR HIGHER IS PREFERRED.
• COMPUTER EXPERIENCE REQUIRED.
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Company Description
We provide customized services through our IT/Engineering, Accounting/Finance, and Operations Administration, to ensure the results you require!