Job Title:
Customer Service Representative
Job Category:
Administrative Sales Workers
Location:
Full Time / Part Time:
Full-Time
Department:
Customer Service
FLSA Status:
Non-Exempt
Reports To:
Salary:
Benefits:
401K match, 3-tier medical insurance plan, 2 tier Dental insurance plan, Vision Insurance, Pet Insurance, Employer paid life insurance, Critical illness, hospital indemnity & accident insurance, Tuition Reimbursement, PTO
Purpose:
Responsible for providing exceptional customer service to our clients and managing day-to-day warehouse operations. Work closely with our sales and warehouse teams to ensure that all customer needs are met and all orders are fulfilled accurately and efficiently.
General Description:
- Respond to customer inquiries and provide accurate and timely information regarding product availability, order status, and shipment tracking.
- Receive, verify and process payments relating to point of sale orders.
- Perform point of sale order data entry and troubleshooting.
- Manage customer orders from receipt to delivery, ensuring that all orders are processed accurately.
- Answer and manage phone calls on a timely basis.
- Provide administration and sales support to field sales personnel.
- Identify opportunities to improve customer satisfaction and recommend solutions to address customer needs.
- Ensure compliance with all company policies and procedures related to warehouse operations and customer service.
- Liaise with operations departments as necessary to facilitate the fulfillment of local orders.
- Receive, research, respond, and, if necessary, assist other departments to solve, any and all customer service related issues, including delivery dates and order shortages.
- Route any relevant incoming mail, faxes or other correspondence to the appropriate destination point within the group, including electronic orders to be processed in a centralized manner
- Provide certain administration/sales support to regional field sales personnel.
- Other duties as assigned.
General Requirements:
- 3-5 years of related experience in customer service, preferably in a warehouse or logistics environment.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Knowledge of Microsoft Office Suite and experience working with inventory management systems.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Computer focused to learn internal system as well as other web-based processing systems.
- Able to identify problems providing prompt resolution.
- Work with product returns, processing credits, submitting claims with shipping carriers.
- Multi-task; comfortable working with a fast paced environment; able to set priorities.
PHYSICAL (Employee must) MENTAL (Employee must be able to) ENVIRONMENTAL (exposed to)
R Bent/Squat F Sit F Read F Write R Excessive noise
R Crawl/Kneel F Stand F Comprehend F Do algebra R Moving machinery, heavy loads
R Climb F Walk F Speak F Reason/Analyze R Marked temperature changes
R Reach/Stretch R Push/Pull F Do statistics F Other calculations R Dust. Fumes, gases, radiation
R Fine Dexterity
Other
Other
Other R Driving motorized equipment/cars
R Carry/lift Load Light (up to 25lbs)
Other
Other
Other
F = Frequently O = Occasionally R = Rarely