Customer Service Representative (CRL)

What You’ll Get to Do  

The Customer Service Representative (CSR) provides exceptional customer service to all CRL customers and reports to the Team Lead. Through the detailed understanding of all CRL products the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect and Loyalty to best serve the customer. In addition, resolves products and service problems, processes orders and serves as an ambassador (customer advocate) between customers and CRL.

Responsibilities

• Maintain broad knowledge of clients, products, and services of the organization
• Document customer interactions and transactions
• Listen attentively to customer needs and concerns; demonstrate empathy, and be an advocate for the customer
• Accurately process phoned, faxed, and e-mailed quotes and orders in accordance with cut off times and other time constraints that may exist
• Data entry of faxed, emailed and phone-in orders for production
• Coordinate between sales and production to meet customer deadlines
• Maintain effective communication channels with product and support staff
• Communicate with customers to determine expected delivery date and time.
• Resolve product or service problems by clarifying customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustments; following up to ensure resolution
• Assisting sales staff with expediting orders and communications with the production floor
• Answer the telephone and direct callers to appropriate departments
• Greet customers in a courteous, friendly, and professional manner
• Participate in educational opportunities internally and externally to enhance knowledge of product and job skills
• Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures are essential functions of the job.
• Assist all co-workers when needed
• Other duties as assigned

Qualification Requirements:  

• A minimum of 1-year previous customer service experience; glass industry preferred
• High School Diploma or equivalent; Associates Degree preferred
• Strong organizational and listening skills
• Ability to work overtime if required
• Ability to work independently and prioritize work with deadlines
• Ability to work in a fast paced, team environment to meet required deadlines
• Utilizes strong time management and organizational skills to successfully multi-task
• Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communications
• Bilingual in Spanish preferred