Job Overview: The Customer Service Representative prepares correspondences and fulfill customer needs to ensure customer satisfaction.

Duties & Responsibilities

• Manage large amounts of incoming calls
• Manage large amounts of incoming emails
• Respond promptly to customer inquiries
• Process orders (including sample orders)
• Process quotes
• Maintain customer records by updating account information
• Handle customer complaints, acting as a liaison between the customer and Quality, Production, Procurement and Shipping
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
• Handle expedite requests
• Work cost and set new pricing on products
• Work in the CRM to keep accounts and opportunities up to date

SKILLS

Customer Service, Product Knowledge, Problem Solving, Market Knowledge, Account Management, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking, Prioritizing, Verbal and written communication skills, Computer literacy

COMPETENCIES

Build sustainable relationships and trust with customer accounts through open and interactive communication. Maintain a positive, empathetic and professional attitude toward customers at all times. Have a basic product understating to provide product and service information.