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Customer Service Representative

Legendary Staffing

Customer Service Representative

San Jose, CA
Full Time
Paid
  • Responsibilities

    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:

    1. PROVIDES TIMELY AND ACCURATE INFORMATION REGARDING CUSTOMER ORDER STATUS AND PRODUCT KNOWLEDGE REQUESTS.
    2. PROCESSES CUSTOMER ORDERS/CHANGES/RETURNS ACCORDING TO ESTABLISHED DEPARTMENT POLICIES AND PROCEDURES.
    3. INFORMS CUSTOMERS OF UNIT PRICES, SHIPPING DATE, ANTICIPATED DELAYS, AND ANY ADDITIONAL INFORMATION NEEDED BY THE CUSTOMER.
    4. PRINTS SHIPMENT DOCUMENTS FOR SENDING ITEMS VIA EXTERNAL SHIPPING SERVICE(S).
    5. CONFERS WITH PRODUCTION, SHIPPING, WAREHOUSE, OR COMMON CARRIER PERSONNEL TO EXPEDITE OR TRACE MISSING OR DELAYED SHIPMENTS.
    6. MAINTAINS DETAILED PAPER AND/OR DIGITAL FILES FOR DOCUMENTATION.
    7. ASSISTS IN MAINTAINING AND MONITORING ELECTRONIC DATA FOR ESTABLISHED CUSTOMERS.
    8. FOLLOWS UP ON ORDERS TO ENSURE DELIVERY BY SPECIFIED DATES.
    9. SERVES AS LIAISON WITH MANUFACTURING AND SHIPPING PERSONNEL.
    10. WORKS WITH THE ACCOUNTS RECEIVABLE DEPARTMENT, WHEN NECESSARY, TO RESOLVE DISPUTED CREDIT ITEMS, INVOICES, ETC.
    11. RECEIVES, CHECKS, AND WORKS TO RESOLVE CUSTOMER COMPLAINTS.
    12. GENERATES CORRESPONDENCE TO SECURE ADDITIONAL CUSTOMER INFORMATION TO RESOLVE CUSTOMER DISPUTES.
    13. ANSWERS QUESTIONS FROM CUSTOMERS OR INDIVIDUALS ON HOW A PRODUCT OPERATES OR DIRECTS THEM TO THE PERSON ABLE TO ASSIST THEM.
    14. ENSURES THAT QUOTES ARE PROCESSED THROUGH THE QUOTING PROCESS IN A TIMELY MANNER.
    15. TYPES QUOTES AND MAINTAINS FILES FOR ALL QUOTES THAT ARE PROCESSED.
    16. ASSISTS IN MAINTAINING CUSTOMER NAME, EMAIL ADDRESS, PHONE NUMBER, AND PHYSICAL ADDRESS IN DATABASE.
    17. PROVIDES TIMELY FEEDBACK TO THE COMPANY REGARDING SERVICE FAILURES OR CUSTOMER CONCERNS.
    18. PARTNERS WITH THE SALES TEAM TO MEET AND EXCEED CUSTOMER SERVICE EXPECTATIONS.

    SKILLS/QUALIFICATIONS:

    1. EXPERIENCE IN THE SHEET METAL INDUSTRY (I.E. HVAC, ROOFING, ETC.) PREFERRED.
    2. LEADERSHIP AND INITIATIVE SKILLS.
    3. COMMUNICATION PROFICIENCY.
    4. TIME MANAGEMENT.
    5. PUNCTUALITY.
    6. RELIABILITY.
    7. COLLABORATION SKILLS.
    8. PERSONAL EFFECTIVENESS/CREDIBILITY.
    9. FLEXIBILITY.
    10. TECHNICAL CAPACITY.
    11. STRESS MANAGEMENT/COMPOSURE.
    12. CUSTOMER/CLIENT FOCUS.
    13. PROBLEM SOLVING/ANALYSIS.
    14. TEAMWORK ORIENTATION.
    15. EXPERIENCE WITH CRM SOFTWARE PREFERRED.
    16. 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.

    #ZR

    Company Description

    We provide customized services through our IT/Engineering, Accounting/Finance, and Operations Administration, to ensure the results you require!