Customer Service Representative

Job Title: Customer Service Representative EDI

Job Summary: The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Qualifications and Skills:

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

Essential Duties and Responsibilities include the following:

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Assist internal and external customers to resolve issues, answer questions and exchange information on orders, documentation or freight issues.
• Handle incoming requests from customers (via phone and email) and ensure that issues are resolved promptly, thoroughly, and professionally.
• Process Orders and provide tracking information.
• Assist Accounting with billing questions.
• Process Return Authorization Requests (RMAS) - preferred but can train.
• Answers the switchboard and routes the calls to the appropriate location.
• Answers incoming customer calls regarding billing issues, product problems, service questions and general customer concerns.
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every caller
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Collaborate with inventory planning team to resolve issues and optimize customer order fulfillment.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers’ experience and promote internal efficiencies.
• Back-up other Customer Service team members as needed.
• Other duties may be assigned.

Education/Experience:

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Required Capabilities:

• Ability to comprehend and follow verbal and written instructions
• Collects and researches data.
• Process data/orders accurately
• Maintaining a positive, empathetic and professional attitude toward customers at all times.

Computer Skills:

• An individual should have knowledge of Microsoft products and order processing systems.
• EDI experience strongly preferred.
• RMAS experience preferred.

This position is not a remote position. You will be expected to be in the office Monday - Friday unless otherwise directed by the Department Head.

Job Type: Full-time

Pay: $19.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Application Question(s):

• REQUIRED ANSWER: Please advise of your hourly rate expectation to take on a new role.

Experience:

• Call Center Customer Service: 5 years (Required)
• working on the EDI software: 3 years (Required)
• processing orders for customers: 3 years (Required)
• preparing product/service reports by analyzing order info: 2 years (Required)
• processing RMAS (returns authorization request): 3 years (Preferred)
• answering incoming calls on billing issues: 5 years (Required)
• VMI (vendor management inventory): 3 years (Preferred)

Work Location: In person