Job Title:  Customer Service Representative

To provide excellent customer satisfaction to internal and external customers. Process orders from distributors both electronically and via fax. Respond to customers in a timely fashion (answer all phone calls immediately, return any voicemails before the end of the business day, respond to all emails within 1 business day). Treat every customer interaction with the mindset 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 Responsibilities

• Process and follow orders in AS400 and online portal, including partial orders, system orders, credit card orders, and drop ship orders. Assist customers with 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.
• Establish and implement new processes to contact end customers to collect necessary data for reporting customer satisfaction scores.
• Follow key processes and provide feedback to the customer service supervisor for improvement. This includes cross-functional support of other departments during low staff times (e.g., service department support). Provide feedback to distributors to ensure 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 the Customer Service supervisor.

Requirements for Consideration

• High School Diploma or Equivalent (GED).
• Experience 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 with attention to detail, ensuring work is free from errors.
• Highly effective verbal communication skills. Additional language skills are a plus.
• Proficiency in navigating Microsoft Office.
• Minimum 6 years’ experience in data entry and a minimum of 4 years’ customer service experience.