Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

Under the supervision of the Customer Service Manager, the Customer Service Representative provides support to customers and the sales department by performing the following duties.

Essential Functions

• Provides the best quality experience with courtesy and a professional attitude to maintain customer satisfaction.
• Assists customers via telephone, email, or fax regarding product availability, etc.
• Correctly enters customer orders into the system.
• Transmits or emails Bills of Lading and pick tickets of customer orders to warehouses for shipping.
• Notifies customers when back orders will be available.
• Communicates with purchasing and production regarding low inventories and product needs for customer shipments.
• Tracks orders for timely shipments and customer pickups.
• Keeps order desk price books updated for customer pricing.
• Reviews pricing and generates customer invoices.
• Processes credits, rebills, returns, etc.
• Coordinates with Accounts Receivable to contact delinquent account holders to request payment.
• Researches customer discrepancies and past-due amounts with the assistance of Accounts Receivable; Contacts delinquent account holders to request payment.
• Other duties as assigned.

Qualifications:

Required:

• 2 years of previous order desk/customer service experience required.

Preferred Qualifications

• 3-5 years of previous order desk/customer service experience is strongly preferred.
• Bachelor’s Degree, preferred.

Required Competencies

• Ability to read, comprehend instructions, and memos in English; Ability to carry out detailed written and verbal instructions
• Intermediate knowledge in Word, Excel, and Outlook, and the ability and willingness to learn new software applications
• Attention to detail at a high level
• Self- motivated with the ability to handle multiple tasks accurately and meet deadlines in a fast-paced environment
• Ability to build relationships and work well in a team-based environment
• Strong customer orientation

Supervisory Responsibility

None

Work Environment

The physical environment requires the employee to work primarily in an office environment with prolonged periods sitting at a desk and working on a computer. Occasionally works in warehouse/plant in heat/cold conditions. Frequently required to use personal protective equipment to prevent exposure to hazards. Must be able to lift up to 25 pounds at times. 

Classification/Expected Hours of Employment

This position is a full-time position that is non-exempt. Typically works 5 eight-hour days (Monday – Friday) with overtime as required. 

Education and Experience

Must have high school diploma or equivalent; an Associate's degree preferred.

Disclaimer

This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.