JOB OVERVIEW |
JOB TITLE | CUSTOMER SERVICE REPRESENTATIVE |
LOCATION | OFFICE |
REPORTS TO | CUSTOMER SERVICE MANAGER |
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JOB DESCRIPTION |
CSR duties include but not limited to require direct contact with a customer, dealer, sales consultant to answer questions regarding Eagle products, shipments, complaints or concerns. The CSR must have the ability to communicate in such a way that they are a positive reflection of the company. |
DUTIES & RESPONSIBILITIES |
- Receives inbound calls from customers
- Enters and processes customers’ orders using the direct order entry systemÂ
- Arranges shipping of orders through the shipping department and common carrier services
- Monitors order schedules to track order progress
- Contacts production control and shipping department to arrange order to be processing and shipping of orders
- Quotes prices to inquiring customers
- Quotes prices to inquiring customers
- Verifies inventory levels available via in-house computer system
- Issues credits and return authorizationsÂ
- Makes daily outbound calls to customers and dealers to solicit product sales
- Reviews dealer sales using monthly sales reports
- Analyzes sales levels and suggests new sales strategies
- Resolves problems with freight damage and shortages
- Corresponds to other departments through the interoffice e-mail system
- Collects and analyzes information from dealers regarding competitors
- Reviews reports such as discount reports, freight reports and net cost reports
- Reviews orders entered by Account Specialist I’s to ensure accuracy
- Assists Account Specialist I’s with questions
- Trains account specialist I’s
- Account Specialist/CSR III (includes all of AS/CSR II and the following)
- Be able to assist AS/CSR II or AS/CSR I when not sure what to do with a problem
- Keep our self and sales informed of what competitors are in your area and obtain competitors quarterly flyers and specials that are out there without being asked
- Stay in tune to the department at all times, if you see someone that is outside the policy please them know or see a managerÂ
- Always volunteers to take on other duties when emergency arises
- Be fully able to train new personnel from start (computer system) to finish (DOE & special pricing)
- Will take charge when needed (if manager is out to lunch/ meeting)
- Be able to handle any and all problems independently
- Be able to understand and explain sales report
- Troubleshoot any type of problem
- Help out with special pricing when it expires
- Other duties as deemed necessary
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SKILLS & ABILITIES |
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and write routine reports and correspondence
- Speak effectively before groups of employees in the organization
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and write routine reports and correspondence
- Speak effectively before groups of employees in the organization
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EDUCATION & TRAININGÂ |
- High school diploma or general degree (GED) OR
- One to three months related experience and/or training; or equivalent combination of education and experience
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KNOWLEDGE & EXPERIENCEÂ |
- Building and maintaining business relationships with clients to ensure customer loyalty
- Mentor; give direction to junior CSR’s
- Ensure deliver of excellent customer service; accuracy in processing orders
- Able to resolve customer inquiries/complaints
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WORKING CONDITIONS |
WORK ENVIRONMENT | While performing the duties of this job, the employee is regularly required to sit, use hands handle or feel; and talk or hear. The employee frequently is required to reach with hand and arms, occasionally required to walk, stand. The employee must occasionally lift and/or move up to 10 pounds. Must be able to be on a phone constantly. |
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