Customer Service Representative
Customer Service Representative
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Job Description
Job Title: Customer Service Representative
Department: Customer Service
Reports To: Customer Service Supervisor
FLSA Status: Non-Exempt
SUMMARY:
Services established customer accounts. Responsible for maintaining orders quotes contract pricing and correspondence material for customers. Logs and records customer contacts; takes orders and processes sales orders to shipping.
PRIMARY RESPONSIBILITIES:
- Maintains positive customer relations with established customers or new accounts.
- Contacts customers to determine needs.
- Takes and processes sales orders - arranges for shipping.
- Informs customer of ship date pricing and verification.
- Calls new customer leads to establish working relationship for possible business sales and transactions. Generates weekly customer contact log. Records pertinent customer information.
- Solicits sale of new or additional services.
- Adjusts complaints concerning billing or service rendered referring complaints of service failures to designated departments for investigation.
- Records customer complaints and warranty returns.
- Issue any necessary credits to customer accounts for returns or shortages.
- Review part shortages to give the customer better fill rates and to notify customers of any anticipated delay.
ADDITIONAL RESPONSIBILITIES:
- Maintains customer files according to department protocol.
- Notify Shipping of any necessary documents for international shipments.
- Notify Shipping of any packaging or labeling instructions for customer orders.
- Track payment on in advance customers and releasing shipments as payment is made.
- Develop good relationships with outside sales representatives.
- Because of the changing nature of our business this job description will inevitably change. The employee will from time to time be required to undertake other activities of a similar nature that fall within his/her capabilities as directed by management.
KNOWLEDGE AND SKILL REQUIREMENTS:
- Must have computer experience in Excel Word and Access.
- Must be detail oriented.
- High school degree or GED required
- Ability to follow directions
- Excellent customer service skills
WORKING CONDITIONS:
Working conditions are normal for an office environment. May require lifting of up to 20 pounds.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
