Customer Service Representative

SUMMARY

The Customer Service Representative is a service-oriented individual who interacts with customers to provide information in response to inquiries about products and services. The Customer Service Representative uses critical thinking and listening abilities to handle and resolve complaints in a beneficial way for both the customer and the company whenever possible.

ESSENTIAL DUTIES & RESPONSIBILITIES

· Confer with customers by telephone or via email in order to provide information about products and services, to take orders, or to obtain details of complaints.

· Assists the Product and Business Development Team in various activities related to new and existing customers, working together to resolve issues by supplying innovative solutions to problems.

· Navigates international shipping and customs while adhering to customer requirements.

· Represents the company in a professional manner, upholding the company’s values at all times.

· Process orders in an accurate manner, working from customer purchase orders including order entry, making changes, and printing of labels/packets.

· Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

· Resolve customers' service or billing complaints by working with other team members.

· Checks to ensure that appropriate changes were made to resolve customers' problems.

· Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.

· As necessary, works to accurately set-up new items in company’s ERP system.

· Refer unresolved customer grievances to designated departments for further investigation. Provides notification and description of issues to necessary team members and President.

· Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

· Assists in performing reception duties including answering phones, opening and distributing mail, and scheduling conference rooms when necessary.

· Works to identify/obtain cost saving opportunities whenever possible, tracking verified saving for team metrics.

· Contributes to one team effort and environment by accomplishing related results as needed. Assists and supports all team members, as necessary.

· Special projects as assigned by the Controller.

· Performs other duties as assigned.

· Embodies a sense of urgency and takes pride in their work.

QUALIFICATIONS

· High School diploma and five or more years of experience and/or training.

· Must possess excellent verbal and written communication skills.

· Computer skills including knowledge of Microsoft Office and data entry are required. Proficient use of Microsoft Word, Excel, and Power Point.

· Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

· Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.