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Form of workPOSITION SUMMARY
Assume the primary professional interface with Whitney Blake customer base as it relates to customer development, order processing, order fulfillment and facilitating the successful resolution of business issues. The customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.
RESPONSIBILITIES
- Provides timely and accurate information to incoming customer order status and product knowledge requests.
- Processes customer orders/changes/returns according to established department policies and procedures.
- Work closely with the credit department to resolve disputed credit items.
- Provide timely feedback to the company regarding service failures or customer concerns.
- Partners with the sales team to meet and exceed customer’s service expectations.
- Maintain harmonious relationship with assigned accounts through regular e-mail and phone interface.
- Maintain customer records in the ERP system to include confirmation of revision levels, order processing, order entry, and delivery confirmation.
- Respond to customer inquiries on order status, expedites, quality and delivery related issues.
- Periodic review of product cost, presenting updated customer pricing as required.
- Perform other related duties as directed
KNOWLEDGE, SKILLS AND ABILITIES
- Understanding of company policies and business practices including industry standards, Good Manufacturing Practices, ISO requirements, health and safety.
- Strong communications, interpersonal and organizational skills.
- Possess strong written and verbal communication skills necessary for working with the public.
- Customer/Client focus
- Capable of influencing key stakeholders, collecting critical inputs and facilitate collective solutions.
- Team player capable of successfully interacting at all levels with customers, peers, seniors & subordinates in the successful resolution of day-to-day business issues.
- Capability to work independently, handling changing priorities and short time constraints.
- Ability to use time management tools in normal job function to handle multiple tasks with proper prioritization.
- Show strong work ethic necessary for leading by example, miss work rarely and will be always well-presented.
EDUCATION AND EXPERIENCE
- Associates degree in business or general discipline. Experience may be considered in lieu of a degree for a candidate who can demonstrate capable of successfully fulfilling all duties and responsibilities of the position.
- 3-5 years of prior work experience in a customer service role or interfacing with customers.
- Ability to work hours, as required, that are appropriate to completing projects and tasks on schedule.
COMPUTER SKILLS
- Excellent computer skills with an ability to work with, understand and fully utilize an ERP system.
- Proficient computer skills: MS Windows, MS Office applications (Word, Excel, Power Point).
SUPERVISORY REQUIREMENTS
- No direct supervisory requirements.
- Responsible for workflow, training for new employees, and answering job-related questions.
- Ability / willingness to training others in related tasks as required
WORK ENVIRONMENT:
- Office: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
- While performing the duties of 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.
- General Hours: 8 am – 5 pm
- Key Stakeholders: Leadership Team, Sales, Engineering, Quality, Mfg. Operations
- Travel; Very limited travel < 5%
