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: $20.00 - $27.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Work setting:
- In-person
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