Customer Service Representative

Job Overview:
Established Pet Product Manufacturer is looking for a new member to join our team. Based in Scottdale, GA office (located near Avondale Estates and Downtown Decatur), this team member will be primary point of contact for Customer Service.

As main point of contact for Customer Service you are responsible for (but not limited to)

• Responding to customer inquiries via telephone and email to provide resolution in accordance with the organization's service standards
• Resolves shipping errors and order discrepancies for some distributors
• Maintaining detailed and current knowledge of products, services, and policies
• Processing all credit memos, returns, and replacement orders in a timely manner
• Follows up and contacts customers with past due returns
• Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments as well as actions taken
• Following up with customers to ensure customer retention
• Communicating with production and sales regarding any product issues
• Follows up and communicates with shipping regarding picking errors and updating change of addresses in the shipping database.
• Troubleshooting equipment issues, send out replacements, and schedules pick-ups for damaged equipment.
• Contact and follow up with sharpening customers regarding orders with broken blades, damaged shipments, and missing blades/shears orders
• Submit and update purchase order requests and shortages for Amazon.
• Tracks all customers FEDEX shipments upon request
• Check status of pending or delayed shipments daily
• Contact FEDEX regarding damaged, lost, missing shipment and reroutes
• Submit FEDEX Ground and Freight damage claims
• Update CS call log spreadsheet
• Serves as a backup entering web registrants and creating new online accounts?
• Provides a level of back up for reception calls.
• Create and update CS Standard Operating Procedures
• Works assigned Davis tradeshows

Potential for growth in sales to include:

• Process and schedule orders for larger accounts in conjunction with sales team members
• Provide back up to the sales team by taking incoming orders
• Travel to tradeshows to assist on sales floor

Qualifications:

• Detail oriented with exceptional follow-thru
• Pleasant and clear phone voice
• Enjoys people and customer oriented
• Excellent written and verbal communication skills
• Highly driven and self-motivated to continuously improve and deliver excellent Customer Service
• Previous Customer Service experience a plus
• Excellent computer skills, including MS Word, Excel and Outlook
• Experience with MS Dynamics GP is a major plus

Please include salary requirements with resume.

Benefits include 50% paid employee medical insurance, optional dental and vision insurance, holiday pay, vacation pay and retirement plan

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work Location: In person