About the Job: The Customer Service Representative (CSR) promotes and strengthens the relationship between the Company and existing customers. This position will be the liaison for serving as the inside contact for established accounts including excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. The position also involves maintaining a professional, friendly manner while processing sales orders to meet accuracy standards and follow all company policies and procedures.

Duties and Responsibilities:

• Identify and assess customer’s needs to achieve satisfaction including questions, concerns, and requests about products
• Identify and assess customer inquiries for new or existing purchase orders, sales orders or shipments
• Process sales orders accurately for incoming purchase orders via phone, email and/or fax
• Check customer credit status
• Follow customer’s specific requests for processing, products, shipping, etc. (found in customer notes)
• Process sales orders accurately for incoming purchase orders via phone, email and/or fax
• Verify accuracy and check to ensure that appropriate changes were made to resolve customers' problems
• Freight orders with brokers and local carriers
• Confirm all orders via email with customers or by phone when specifically requested by customer
• Identify and assess customer’s needs including questions, concerns, problems such as damages, lost shipments, pricing disputes, and freight concerns
• Investigate order issues and determine cause
• Resolve order issues by processing credits, debits, product replacements as needed, returns and claims with carriers as required
• Confirm all order resolutions via email with customers or by phone when specifically requested by customer.
• Attempt to persuade customer to reconsider cancellation
• Handle changes in policies or renewals
• Professionally assist other departments, such as sales, shipping, or accounting as necessary
• Preserve customer relationship by maintaining composure throughout order support process and diligently solving problems to customer and company satisfaction
• Perform any other job duties as necessary

Skills and Competencies:

• Excellent communication and presentation skills and can effectively communicate both written and verbally
• Manage high volume of incoming calls
• Have a pleasant phone manner and ability to quickly and courteously identify and meet customer needs
• Attention to Detail - being careful about detail and thorough in completing work tasks
• Dependability - being reliable, responsible, and dependable and fulfill obligations
• Ability to multi-task, prioritize and manage time effectively
• Must have a high degree of accuracy
• Must be able to problem solve
• Meet deadlines and work well in a fast paced, high-growth office environment
• Must be able to follow written and verbal instructions and be able to retain and carry out multiple work assignments
• Knowledgeable with Word, Excel and Outlook; MAS and CRM experience preferred
• Being pleasant with others on the job and displaying a good-natured, cooperative attitude
• Must be adaptable to a changing work environment, competing demands and able to deal with frequent change, delays or unexpected events
• Ability and initiative to work independently
• Works under minimal supervision in accordance with established practices and policies and reports to the Customer Service Supervisor

Minimum Education and Qualifications: High School Diploma or equivalent (GED) required. (2) years previous customer service experience preferred.

Job Type: Full-time

Pay: $29,000.00 - $34,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• Under 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: One location

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