Customer Service Representative-Dispatch Coordinator

Position Description:

Entry level Call Center Customer Service Representative. Processes customer orders and provides support to both internal and external customers by ensuring a consistent high level of professional communication and customer service. Must have knowledge of commonly-used procedure. Relies on instructions and pre-established guidelines to perform the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgement.

Roles & Responsibilities:

• Answer phone calls and voice messages that come into call center. Respond to the customer requests (both internal and external customers) with prompt, accurate and courteous responses.
• Processes customer orders in a timely and professional manner received primarily by phone, email, fax, and mail by confirming pricing and inventory availability to ensure order accuracy.
• Respond to calls, voice messages, emails and on-line chat requests that come into call center. Respond to the customer requests (both internal and external customers) with prompt, accurate and courteous responses.
• Document and track calls and related notes for auditing and reporting purposes.
• Processes direct ship product orders for custom made to order product and non-stock items by ensuring timely placement of purchase orders to vendors.

• Processes product return requests for both inventory and non-stock items received from the customer. Directly communicates and obtains approval from purchasing, the supplier or manufacturer prior to confirming the return product acknowledgement to the customer.

• Maintains relationship with core customers; anticipating needs and knowing customer specific characteristics. Communicates in a professional and thorough manner with all customers, sales reps, corporate staff, vendors, distribution center staff and freight carriers.

• Provide direct support to the management with projects, special assignments, etc.
• Provides support to co-workers as well as other CFT's (customer focus team) as needed to resolve customer issues and requests. Improves customer service satisfaction by integrating customer issues with internal departments (i.e. Sales, A/R, Sales Support, Purchasing, Distribution, Pricing, etc.) to ensure timely and complete issue resolution.

• Demonstrate behaviors consistent with the Company's Vision, Mission, and Values in all interactions with customers, co-workers and suppliers.

• Comply with all company policies, procedures and safety standards.

Requirements:

Education & Certifications

Required

• High School graduate or equivalent

Competencies

• Excellent verbal and written English language skills
• Proficient with MS Office applications, including Excel, Word, Outlook
• Strong data entry skills
• The ability to multi-task
• No Prior Call Center Experience Required

Physical Requirements

• Normal office working environment
• Prolonged periods of sitting and looking at computer screen