Job Purpose:
Interact with Customers to provide information in response to inquires about products and services, respond to orders, inquires and invoice questions and in general to handle and resolve complaints.
Key Responsibilities and Accountabilities of the Position:
- Responds to customers request via telephone, mail or by e-mail
- Contact customers to gather data to clarify orders, provide pricing, availability etc.
- Writes up orders, mails catalogs and similar data to customers as required
- Sell product and place customer orders in the Computer System
- Provide Customers with product and service information
- Transfer Customer calls to the appropriate staff
- Identify, research and resolve customer issues using the computer system
- All other duties as assigned
Additional Responsibilities:
- Acquire knowledge of product lines, prices and delivery times to more efficiently serve our customers
- Update job knowledge by participating in educational opportunities
- Improves customer service by recommended improved processes
- Maintains liaison with other departments for order completions
Specific Job Skills Required
- has empathy for the customers situation
- has ‘thick skin’ and is able to handle complaints even when dealing with a unpleasant customer.
- Works accurately with an eye for detail
- Pleasant phone voice and mannerism
- Ability to operate simple office equipment such as fax machines, scanners, copiers etc.
- Ability to work in a team environment
- Ability to work independently with little to no supervision on weekend shifts
Computer Skills Required:
- Must be proficient with Microsoft Word and Excel.
- Must be able to learn Customer Service Software Applications
- Ability to type 50 words per minute.
Literacy and Numeracy Required:
- Basic Reading, Writing and Arithmetic skills are required
- Professional written and verbal communication skills
Experience:
1-3 years of Customer Service experience preferred.
Prefer Customer Service experience within call centers but not required
Education Required:
- High School diploma or GED required
Working Conditions:
- Temperature Controlled Office Environment
- Work stations within cubicles
- Must work weekends with little or no supervision
Health & Safety Conditions
- Personal Protective Equipment
- Bending, twisting, reaching, walking 10% of shift
- Speaking on the telephone 30% of shift
- Computer work 70% of shift
