Customer Service Representative

Summary/Objective:
The Customer Service Representative is responsible for providing effective Customer Service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members. Primary support will be directed to supporting the customers and sales department. The position establishes rapport with customers. The Customer Service Representative troubleshoots potential issues and resolves existing problems.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Communicates effectively with customers in writing, electronically and by telephone
• Processes customer orders/changes/returns according to established department policies and procedures and makes changes as necessary
• Answer customer's questions of a basic or non-technical nature
• Provide customers with shipping information as well as other general information
• Works closely with the Customer Service Manager, Sales team, and the production and shipping departments
• Provides timely feedback to the department manager regarding service failures or customer concerns.
• Partners with all work associates to meet and exceed customer's service expectations
• Exceptional attention to detail
• Strong computer skills with intermediate or better skill with Microsoft Office products
• Ability to read and interpret documents and to ensure accuracy of written information
• Ability to hear and speak to exchange information both in person, through electronic communications and over the telephone

Competencies:

• Customer/Client Focus
• Team Oriented
• Communication Proficiency
• Organizational Skills
• Problem Solving/Analysis
• Technical Capacity
• Ability to manage large volumes of work with time sensitive requirements.
• Flexibility
• Personal Effectiveness/Credibility
• Self-motivation, patience, openness and kindness
• Results Driven

Supervisory Responsibility:
This position has no supervisory responsibilities
Work Environment:
This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, multi-line phones, photocopiers and filing cabinets.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely sedentary role; however, physical exertion is required to walk, occasionally bend, stoop or stretch. Dexterity of hands and fingers to operate standard office equipment, including computer keyboard and telephone. Individuals need to sit or stand as needed. The position requires walking primarily on a level surface for periods of time as well as reaching above shoulder heights or below the waist. Lifting as required to file documents or store material. Proper lifting techniques are required. This position may occasionally lift up to 25lbs. for files or miscellaneous boxes.
Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 am - 5:00 pm. Provided 1 hour lunch period.
Travel:
No travel is expected for this position.
Required Education and Experience:
Associate degree or equivalent from college or technical school; or six months to one year of related experience; or equivalent combination of education and experience.
Preferred Education and Experience:
Bachelor's degree in Business, Communications or related field of study. Have a combination of experience and knowledge in manufacturing is a plus.