Customer service representative

The customer service representative will enter and confirm all customer orders. They will respond to customer inquiries about our products and 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 critical for offering quick and accurate assistance to customers. 

QUALIFICATIONS

• Proven customer support experience or experience as a client service representative 
• Track record of exceeding customer expectations 
• Strong phone contact handling skills and active listening 
• Familiarity with CRM & ERP systems and practices 
• Customer orientation and ability to adapt/respond to different customer needs 
• Excellent communication and presentation skills 
• Ability to multi-task, prioritize an 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 update on all shipments 
• Notify internal teams of customer order changes 
• Notify customers of potential shortages or delays 
• Timely address and resolve all Customer Inquiries  
• Document, resolve, measure and report all customer complaints 

RESPONSABILITIES

• Opens customer accounts by recording account information. 
• Maintains customer profiles by updating account information. 
• Enter and confirm all customer orders 
• Enter and confirm all customers change orders 
• Track and provide updates of Shipments of Finished Goods 
• Helps resolve product or service complaints by clarifying the customer's concern; determining the root cause, collaborating to select and explain the best solution. Expedite correction or adjustment; follow 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.