Customer Service Representative

The client service representative will enter and confirm all customer orders while also addressing customer inquiries about our products. They will receive documents and resolve any customer complaints. The incumbent for this role will be well-trained in the company’s customer service policies and product lines, which are essential for providing quick and accurate customer support.

QUALIFICATIONS

Proven experience as a client service representative or in customer support

Track record of exceeding customer expectations

Strong phone contact handling skills and active listening

Familiarity with CRM & ERP systems and practices

Customer orientation and the ability to adapt/respond to diverse customer needs

Excellent communication and presentation skills

Ability to multi-task, prioritize and manage time effectively

High School degree

Must be able to succeed and achieve these KPIs:

Immediately enter and confirm customer orders

Provide follow-up and updates on all shipments

Notify internal teams of changes to customer orders

Notify customers of potential shortages or delays

Timely address and resolve all customer inquiries

Document, resolve, measure, and report all customer complaints

RESPONSIBILITIES

Open customer accounts by recording account information.

Maintain customer profiles by updating account information.

Enter and confirm all customer orders.

Process customer change orders.

Track and provide updates on shipments of finished goods.

Help resolve product or service complaints by clarifying customer concerns, determining root causes, collaborating to select and explain the best solutions, expediting corrections or adjustments, and following up to ensure resolution.

Create and maintain documentation of system configurations, change logs, and standard operating procedures for processes in our information systems.

Maintain and analyze records of customer interactions to aid in developing long-term best practices to resolve recurring concerns.

Identify every customer’s needs to achieve full-service satisfaction.

Follow communication procedures, guidelines, and policies.

Communicate and coordinate with internal departments.

Provide feedback on the efficiency of the customer service process.

Attend to customer calls as required.

Backup and support other Accounting, Sales, and Supply Chain team members.

Perform additional duties as needed.