Customer Service Representative

Job Details

Job Title:

Customer Service Representative 

Job Code:

CSR

Department:

Various Departments

Location:

Multiple Locations

Reports To:

Senior Manager of Customer Experience, Distribution Center Manager, or Operations Manager

FLSA Classification:

Non - Exempt

EEOC Classification:

Administrative Support Workers

Salary Grade:

Supervisory Responsibilities:

  Yes             No

Job Summary

The primary responsibility of the Customer Service Representative (CSR) is to respond to incoming customer inquiries over the phone, email, and customer portals.  The CSR handles tasks such as resolving issues, providing information on order status, shipping, quality, sales, warranty, pricing and inventory confirmation, and other customer service concerns. This position primarily involves communicating with external customers and collaborating with internal Sales, Warehouse, Purchasing, MDM, PLM, Accounting, Information Technology, and Shipping staff to resolve issues.  Additionally, the CSR will function as an Account Manager, nurturing relationships with to encourage ongoing feedback and exceptional customer service.  

Essential Duties

• Resolves customer issues, PO validation errors, and problems within a specified timeframe.
• Assists customers with product applications and inquiries.
• Manages purchase order discrepancies promptly based on established deadlines.  Gathers information to ensure accurate product lead times and order ship dates.
• Tracks shipments online.
• Notifies customers of credit denials.
• Initiates credit and return authorization requests.
• Initiates claims for lost or damaged freight.
• Promotes key products to achieve company sales and profit goals.
• Collaborates with field representatives to deliver exceptional service.
• Performs various administrative tasks such as data entry, electronic filing, etc.
• Participates in meetings (e.g. department and RSM) to discuss department updates, process improvements, goals, and initiatives.
• Handles pricing requests and conducts research on existing quotes (Corporate CSR only).
• Provides regular updates on Quarterly Business Report (QBR) on performance of territory (Corporate CSR only).
• Keeps abreast of industry trends and challenges to stay competitive and up to date.
• Performs other duties as assigned.

Qualifications, Skills, Abilities and Educational Requirements

Required

• High School Diploma/GED
• 5 – 7 years of experience in inside sales or call center
• Proficiency utilizing computer systems such as Microsoft Office Suite 
• Strong analytical skills with the ability to resolve customer related issues with limited supervision
• Experience working in a fast paced and high-volume work environment
• Ability to multi-task and manage priorities in an efficient manner based on urgency, management, and customer requests
• Proactive “self-starter” with a strong attention to detail and organizational skills
• Exceptional communication skills, both verbal and written, enabling effective interaction with employees on all levels as well as customers

Preferred

• Bachelor’s degree in Business Administration or related field, or equivalent work experience
• JD Edwards experience
• Sage 100 and/or NetSuite experience
• OroCommerce experience
• Third – party retail experience
• Demonstrated skills in international customer service and shipping
• Bilingual in Spanish

Key Competencies

Inter-Relationships

Consistent interaction with all levels of corporate employees and field employees, especially warehouse, shipping, and outside sales team.  Consistent interaction with customers. May interact with Purchasing, MDM, PLM, Accounting, and Information Technology departments.

Working Conditions and Physical Demands

Work Environment

This position works in a professional office setting.  Requires the use of office equipment including computers, phones, and printers.  Occasional overtime may be required.

Physical Demands

Physical Work

Travel Required

Yes, 0 – 10%

Additional Information

The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel.

Job duties outlined in this job description are considered “Essential Functions” and have been formulated in accordance with the guidelines established by the Equal Employment Opportunity Commission (EEOC).  The provisions of the American with Disabilities Act (1990) stipulate that employees must be capable of performing the “Essential Functions” of the job with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the “Essential Functions”.

DiversiTech is an Equal Opportunity Employer.

Approvals

Prepared By:

Charis Johnson

Date: 5/24/24

Approved By (HR):

Date:

Approval By (Operations):

Scott Smith – via email

Date: 8/28/24

Approval By (Operations):

Amy Mannozzi – via email

Date: 8/27/24

Approval By (Operations):

Lewis Bryson – via email

Date: 8/28/24

Approval By (Operations):

Steve Thurber – via email

Date: 8/29/24

Approval By (Operations):

Geoff Peer – via email

Date: 9/19/24

Approval By (Operations):

Tom Wooldridge – via email

Date: 9/25/24