Customer Service Representative

Job Summary: 

The Customer Service Representative position is accountable for assisting the sales team members in the day-to-day operations. This position provides pre-sales support as well as fields after-sales communications with customers within the assigned accounts. 

Essential Functions: 

1. Answer incoming calls with knowledge of product information, customer requests and direct incoming calls to appropriate staff
2. Maximize the use of the CRM system to ensure data input and ongoing assessment of client status
3. Provide necessary Company support when fulfilling customer requests
4. Provide customer service, support calls and maintain relationship with our customers
5. Provide shipment tracking details for orders to partners
6. Resolve issues regarding customer purchase orders
7. Assist the accounting department in collection activities as required
8. Research and compile data as requested by the sales team on a variety of subjects
9. Ensure partner portals are up to date with accurate information
10. Address customer complaints or product issues that are reported by the customers in an order to resolve the issue
11. Research all customer related incidents, determine the cause, and best course of action to resolve the issue
12. Assist in managing client reports to guide the development of existing and prospective client engagement plan with the Account Executive
13. Escalate any customer complaints to correct managers when necessary

Minimum Qualifications  

• 2 years of customer service or equivalent experience