Customer Service Representative

Summary: The Customer service representative is responsible for all aspects of customer service in the support of sales, including communicating quotes, orders, returns, pricing, shipping paperwork and service. 

Responsibilities and Duties:

1. Answers phones and builds rapport with customers. Asks questions to identify customers’ needs and provides accurate and complete information by following the company’s processes. 
2. Communicates prices, tracks shipments, and informs customers of revised shipping dates. 
3. Builds sustainable relationships of trust through open, interactive and regular communication. 
4. Tracks customer order forecasts and regularly follows up with customers in order to maintain up-to-date information. Processes new customer accounts, maintains customer accounts, implements changes to existing accounts, and files documents and other paperwork.
5. Conducts annual customer service surveys, presents results to management and follows-up with customers. 
6. Responsible for maintaining customer complaint log. Responds to the complaints, provides appropriate solutions and/ or alternatives in consultation internally, within the time limits and follows up to ensure resolution to customers’ satisfaction and ISO standards.
7. Makes sure returns are processed correctly and promptly, communicating with customers regarding the status of their RMAs and keeping RMA's flowing smoothly. 
8. Keeps records of customer interactions, processes customer accounts, files paper documents and organizes electronic documents for easy retrieval. 
9. May involve limited travel to meet with customers.
10. Performs a variety of related duties as assigned or as the situation dictates.

Knowledge, Skills and Abilities

1. Displays a high level of professionalism while interacting with internal and external customers.
2. Strong phone contact handling and active listening skills. 
3. Excellent written and verbal communication skills.
4. Familiar with CRM systems and practices. 
5. Focus on punctuality and attendance.
6. Ability to multi-task, prioritize, and manage time effectively. 
7. Customer orientation and ability to adapt/ respond to different personality types.
8. Must be proficient in data entry and the use of computers and telephones.
9. Should be comfortable working in a fast-paced, stressful environment.
10. Knowledge of ISO procedures is a plus.
11. Skilled at using internet browser programs to navigate the internet.
12. Experience with ERP systems strongly desired.
13. Ability to create and modify MS Word documents, and to create and modify MS Excel spreadsheets.

Education and Experience:

1. Requires a high school diploma or its equivalent with at least 5 years of prior sales and customer service experience required.