Customer Service Representative

SewingMachinesPlus.com, Inc is currently seeking an experienced Customer Service Representative to join our team in Escondido, CA.
Who we are:
We are a family-owned company and have been involved in the sewing and vacuum business for over 40 years. We run a successful sewing machine and vacuum sales and service business with two locations in California. Our original store is located in San Marcos. Thanks to our wonderful customers, we expanded our original sales floor to over 10,000 square feet, built bigger classrooms, and work daily on updating our online shopping site.
Summary
Processes orders for material or merchandise received by mail, telephone, or personally from customers or company employees by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by the customer.
Writes or types order forms, or enters data into a computer, to determine the total cost for the customer.
Monitors inbound and outbound phone calls.
Routes orders to departments for filling and follows up on orders to ensure delivery by specified dates.
Computes price, discount, and shipping charges.
Receives and checks customer complaints received via voicemail and email. Follows up with customers to communicate the process and options of returns, exchanges, and repairs.
Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments. Cross-checks on the drop ship report.
Transfers customer to a salesperson to discuss possible upgrades or additional sales. Responds to customer voicemail and email and determine the appropriate team member to assist.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Collects and researches data.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
Communications - Expresses ideas and thoughts verbally; exhibits good listening and comprehension; keeps others adequately informed.
Cooperation - Exhibits tact and consideration; offers assistance and support to co-workers.
Managing Customer Focus - Promotes customer focus.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
Written Communication - Writes clearly and informatively.
Personal Appearance - Dresses appropriately for position.
Sales Skills - Maintains customer satisfaction; maintains records and promptly submits information.
Attendance/Punctuality - Is consistently at work and on time.
Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time, or notifies the appropriate person with an alternate plan.
Initiative - Volunteers readily; seeks increased responsibilities; asks for and offers help when needed.
Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
Planning/Organizing - Prioritizes and plans work activities; uses time efficiently.
Quality - Demonstrates accuracy and thoroughness.
Quantity - Completes work in a timely manner.
Qualifications
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 essential functions.
Education and/or Experience
Associate's degree or equivalent from a two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute percentages.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills
To perform this job successfully, an individual should have knowledge of Order processing systems; Spreadsheet software and Word Processing software.
Certificates, Licenses, Registrations
None needed.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The noise level in the work environment is usually moderate.