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.
Job Type: Full-time
Pay: $20.50 - $21.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Application Question(s):
- Are you currently working? and if so how long have you been with the company?
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 1 year (Preferred)
Work Location: In person
