OBJECTIVE / PURPOSE
The Customer Service Representative assumes a leadership role in delivering exceptional Customer Service to both external and internal clients. This multifaceted role involves managing customer interactions through various channels, including phone, email, and chat, with a primary focus on order entry into Enterprise Resource Planning (ERP) systems. CSRs navigate a high-volume, fast-paced environment, utilizing JD Edwards expertise, interacting with the company website, leveraging department job aid library, and collaborating with various departments to resolve customer issues.
Major Responsibilities and Functions:
- Order Entry and Enterprise Resource Planning (ERP) Management:
- Execute order entry into ERP systems (JD Edwards), ensuring accuracy and efficiency.
- Utilize ERP systems for customer account management and issue resolution, such as inquiries/issues related to product replacements, credits, returns, shipping concerns, product information, account setups, order statuses, billing, and general inquiries.
- Multichannel Customer Interaction:
- Manage high-volume incoming customer calls, actively engaging with customers on the phones to identify and assess their needs, while ensuring a high level of customer satisfaction through effective communication.
- In addition to phone calls, handle customer inquiries via email, and chat, providing timely and accurate information.
- Website Navigation and Product Expertise:
- Navigate the company's website to assist customers with product information, availability, and ordering processes.
- Comfortably interact with a vast catalog of 15K products.
- Interdepartmental Collaboration:
- Collaborate with various internal departments to address and resolve customer issues, fostering a cohesive team environment.
- Knowledge Base Utilization:
- Efficiently use knowledge bases to locate answers and provide information to customers independently.
- Stay updated on product knowledge and company processes to enhance customer support.
- Participates in company Net Promoter Score Initiatives to enhance customer loyalty.
- Demonstrates adherence to company core values and culture.
- Performs additional duties as required.
Job Requirements
- Minimum requirement of a High School Diploma or GED.
- At least six (6) months of Customer Service experience is necessary, with preference given to those with service center Customer Service or data entry experience.
- Proficient computer skills, including strong typing, data entry abilities and Microsoft Office Suite.
- Experience with order management systems, Live Chat, and high-volume email support is highly valued.
- Capacity to handle a continuous flow of customers and ability to manage multiple tasks within a fast-paced, productivity driven environment.
- Web navigation skills to locate information and ability to toggle between multiple systems to access customer data.
- Excellent communication and interpersonal skills to handle complex customer issues, resolving conflicts, and finding effective solutions that go beyond basic inquiries.
- Detail-oriented with the ability to analyze data and make informed decisions using skills acquired in initial training and leveraging web-based and desktop resources.