Job Title:  Customer Service Representative

POSITION SUMMARY

To provide excellent customer satisfaction to internal and external customers. To process orders from distributors both electronically and faxed. To respond to customers in a timely fashion (answer all phone calls immediately, return any voicemails before the end of the business day (the callers, not ours), respond to all emails within 1 business day).  Treat every customer interaction in the manner of “this is important, and I want to ensure I leave this customer feeling better about whatever situation came up than when they initially called”.   Proactively communicate with each distributor customer so they fully understand the status of their orders and concerns.

KEY RESPONSIBILITES

• Process and follow orders in AS400 and online portal, which include partial orders, system orders, credit card orders, and drop ship orders. assist customers with the online portal. Fill out change and purchase orders as necessary.

• Minimize past due orders in the system.  Appropriately notify customers of order status, company announcements or other information, when applicable.

• Follow, establish, and implement new process to contact end customers to collect necessary data for report customer satisfaction scores.

• Follow key processes and provide feedback to customer service supervisor for improvement.  This includes processes that are there for cross-functional support of other departments during low staff times (e.g., service department support). Provide feedback to distributors to ensure that documentation is appropriately filled out.

• Enter and resolve Return Merchandise Authorizations in a timely fashion.

• Answer and return phone calls from all distributors in a timely fashion.

• Perform other duties assigned by Customer Service supervisor.

REQUIREMENTS FOR CONSIDERATION

• High School Diploma or Equivalent (GED)

• Dealing with external and internal customers both in person and by telephone. Must be polite and professional in all instances including the ability to positively handle interpersonal conflict to resolve situations.

• Ability to multitask simultaneously with attention to detail, free from errors.

• Highly Effective Verbal Communication Skills Additional language is a plus.

• Able to navigate around Microsoft office.

• Minimum 6 years’ experience in data entry.  Minimum 4 years customer service experience.