Customer Service Representative

Summary:

Responsible for providing world class Customer Service to all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs.  She/he is the “face” of comapny on a daily basis and it involves daily problem solving to provide the customers with the best experience in support.

Essential Duties and Responsibilities:

• Maintain detailed knowledge of company’s products, services, and policies.
• Provide timely and accurate information to customers asking about order status and Forney product information, using the phone, email, instant messaging and other electronic forms of communication.
• Process customer orders/changes according to established department policies and procedures, including special orders, & drop ship orders.
• Process customer returns and product change outs according to established department policies and procedures.
• Call customers when necessary about shipment delays, shipment tracking and/or information to enable order processing.
• Resolve customer complaints in a positive, timely, win/win manner. Document the customer problem/complaint and corrective action taken in accordance with Company/Department procedures.
• Partner with Field Sales Personnel to meet and exceed customer’s service expectations.
• Provides timely feedback to the Customer Service Supervisor regarding service failures or customer concerns. 
• Document and communicate as necessary in accordance with the individual and company.
• Maintain adaptive knowledge on all new product and program releases, completing applicable training when necessary.
• Develop and maintain a comprehensive understanding of the Force 1 handheld data collection units.  Works across functional boundaries to support internal and external field sales personnel on the Force 1 units.
• Coordinate with the Customer Service and Field Sales Management to create and fulfill sales opportunities through competitive pricing and timely follow up.
• Participates in department and interdepartmental process improvement teams. Works across functional boundaries to improve processes within the Company.
• Adapt to and excel with new technology as needed; including, but not limited to responding to customer questions on ZenDesk and NetSuite ERP platform.
• Populate/maintain NetSuite. Be able to access, contribute to and maintain the digital database with proficiency.
• Other duties as assigned.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skills and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High school diploma or GED equivalent; or three years’ related experience and/or training; or equivalent combination of education and training. Knowledge of and familiarity with Social Media applications, understanding how to use these applications in a business environment

Other Skills and Abilities:

• Working knowledge and experience using Microsoft office: Outlook, Word, Excel, and Power Point.
• Able to work effectively with multi-functional teams and executive staff. 
• Take ownership and see work projects through to completion.

·       Must be able to maintain strict confidentiality at all times

Key Performance Indicators:

·       First call answered rate above 90%

·       Successful creation and updating of procedures

·       Be a positive contributor to the achievement of assigned departmental sales targets/goals.