Customer Support Representative

Summary/Objective

The Customer Support Representative position is responsible for processing customer orders, changes and returns according to established department policies and procedures, while providing quality and efficient customer service as well as communicating effectively with team members within the customer service department.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Enters and processes orders/changes/returns received via phone/fax/email/or personally which includes routing to various departments and coordination of ship dates based on manufacture date

• Edits orders received for price and nomenclature

• Informs customers and/or sales representatives of prices, shipping date, anticipated delays, and any additional information as related to order

• Follows up on orders to ensure delivery by specified dates

• Corresponds with logistics coordinator regarding inventory stock concerns

• Packages and processes sales aides and product collateral literature for shipment

• Enters and processes inventory returns received from customers and/or sales representatives

• Maintains and updates customer quote files

• Assists with maintaining stock levels and inventory of various sales aids and product collateral literature; places restock orders for various products as needed

• Prepares export order shipping documents

• Assists customers and sales department by investigating queries pertaining to orders, invoices, pricing, etc.

• Files documents in customer files

• Assists with mailing of month end statements

• Provides support for all other departments as needed.

Competencies

o Communication Proficiency.

o Customer/Client Focus.

o Leadership.

o Organizational Skills.

o Performance Management.

o Problem Solving/Analysis.

o Technical Capacity.

o Team Oriented.

o Safety and Security

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Supervisory Responsibilities

This job has no supervisory responsibilities.

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Computer Skills

This position requires mid to upper-level knowledge of Microsoft Excel; Microsoft Word; and Outlook. The ability to easily learn proprietary software is a must. Able to type 35 WPM and use number keyboard on computer keypad proficiently.

Physical Demands

This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand as necessary.

While performing this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type and Expected Hours of Work

This is a full-time, non-exempt position, and typical work hours are Monday through Friday. Hours will be assigned by the department manager. The employee is allowed a full hour lunch with the exact time arranged through the department manager. Employee will need to be flexible and might be expected to stay after scheduled times to resolve immediate issues or to work on special projects.

Required Education and/or Experience

• High school diploma or GED equivalent

• 3-5 years’ customer service experience, preferably in office setting.