Customer Service Rep I

Job Title:

Customer Service Representative

Location:

Rockville, MD

Reports To:

Sales Manager

Salary:

Base Rate

Benefits:

100% 401K match up to 4%, 3-tier medical insurance, 2-tier dental insurance, vision insurance, employer paid life insurance, critical illness, hospital indemnity & accident insurance, $3,000 tuition reimbursement, PTO.

Purpose:

Responsible for providing exceptional Customer Service to our clients and managing day-to-day warehouse operations. Work closely with our sales and warehouse teams to ensure that all customer needs are met, and all orders are fulfilled accurately and efficiently.

General Description:

• Respond to customer inquiries and provide accurate and timely information regarding product availability, order status, and shipment tracking.
• Receive, verify and process payments relating to point-of-sale orders.
• Perform point of sale order data entry and troubleshooting.
• Manage customer orders from receipt to delivery, ensuring that all orders are processed accurately.
• Answer and manage phone calls on a timely basis.
• Provide administration and sales support to field sales personnel.
• Identify opportunities to improve customer satisfaction and recommend solutions to address customer needs.
• Ensure compliance with all company policies and procedures related to warehouse operations and Customer Service.
• Liaise with operations departments as necessary to facilitate the fulfillment of local orders.
• Receive, research, respond, and, if necessary, assist other departments to solve, any and all Customer Service related issues, including delivery dates and order shortages.
• Route any relevant incoming mail, faxes or other correspondence to the appropriate destination point within the group, including electronic orders to be processed in a centralized manner.
• Provide certain administration/sales support to regional field sales personnel.
• Other duties as assigned.

• 1-3 years of related experience in Customer Service, preferably in a warehouse or logistics environment.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Knowledge of Microsoft Office Suite and experience working with inventory management systems.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Computer focused to learn internal system as well as other web-based processing systems.
• Able to identify problems providing prompt resolution.
• Work with product returns, processing credits, submitting claims with shipping carriers.
• Multi-task; comfortable working with a fast paced environment; able to set priorities.