Customer Service Representative

POSITION OVERVIEW:  

 Primary responsibility is acting as a liaison between customers and our company; while performing duties assisting with order entry, invoicing, account questions, production data entry, invoicing, billing, schedule delivery appointments and other queries.

RESPONSIBILITIES AND RESULTS

• Perform general office duties such as filing, answering telephones, and handling routine correspondence.
• Assist with placement of orders, revisions or cancellations and effectively communicate with Production Staff.
• General support to Accounts Receivable Specialist(s) such as process invoices and assists with invoice collections.
• Communicate with Sales Manager(s) and Customers pertaining to account questions.
• Accurately enter data from production into inventory software.
• Schedule delivery appointments by working closely with the Transportation Manager and with the Customers Traffic Department(s).
• Work with Customer Service Manager to ensure proper customer service is being delivered.
• Additional duties as assigned.

Education

• Associates Degree                         

Work Experience

• Two (2) or more years customer service and/or general office experience preferred

 Skills and Knowledge

• Ability to write reports and business correspondence.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and general public.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and volume.   Ability to apply concepts of basic algebra.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.
• To perform this job successfully, an individual should have knowledge of Microsoft Office.

Supervisory Responsibilities

• None

BEHAVIORAL REQUIREMENTS

As part of a team-based work environment, must be able to demonstrate the following Job Competencies:

Job Competencies

• Team Orientation – Shows skill and ease at working in groups; works with others to achieve better results and forges close working relationships and alliances to get things done; is quick to cooperate versus expect others to bend to his/her wishes; supports joint ownership and shared recognition for results; recognizes advantages of group participation in planning and problem solving.
• Attention to Detail – Committed to exactness and precision in task completion; identifies, pays attention to, and works to understand details; thorough and consistent in following up at detail level; seeks to become expert in disciplines related to adopted career path to ensure quality and precision in work; takes pride in knowledge base and level of expertise.
• Takes Personal Responsibility in Individual Contributor Role – Demonstrates attitude and commitment to take personal responsibility for results, even when in team environment with no authority over others; will step up to fill gaps so results can be assured; avoids excuses as explanations or defending/justifying negative but preventable outcomes.
• Practical Intelligence – Absorbs new information quickly and is comfortable dealing with abstract concepts and relationships; relates new information to previously acquired knowledge to expand and refine frame of reference; enjoys learning and expanding breadth and depth of understanding on variety of subjects.
• Reliability/Dependability – Responds to internal customer needs, questions, and concerns in accurate and timely manner.  Follows through on commitments, assignments, and tasks; is at work when scheduled; takes timely breaks/lunches; uses work time wisely.
• Respects Diversity – Respects the Company’s diverse workforce, and behaves in a manner that does not cause harm to others based on age, race, ethnicity, gender, sexual orientation or religious believes.
• Adaptability – Has ability to focus on the benefits of change and see it as positive; approaches change or newness in constructive, objective manner, views change as learning opportunity; able to deal with frequent change, delays, or unexpected events.
• Positive Working Relationships – Listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things; shares information and knowledge; demonstrates a high level of integrity and honesty.
• Focus – Maintains focus on tasks and does not stray from job assignments.

ENVIRONMENT/PHYSICAL DEMANDS 

• Noise level in work environment is moderate; Standard office setting.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.   Reasonable accommodations may be made to enable persons with disabilities the ability to perform the essential responsibilities and results.