Customer Relations Specialist (Starting pay 22-25)

POSITION OVERVIEW:

The Customer Service Rep handles all incoming orders from business partners and processes them in a timely manner throughout the day while also answering questions and requests. May be asked to support our Accounts Receivable and Accounts Payables team. This role requires in-office support; Mon-Fri 9a-5p. Flexibility with schedule is a must in order to provide necessary coverage.

The duties and responsibilities of the ROLE are detailed below but not limited to the following:

• Resolve Customer issues or concerns; provide timely responses to any customer queries; enter all customer orders into an appropriate system. Assign and follow up for resolution; communicate resolution to all stakeholders.
• Ability to interact with customers throughout the day by phone and email ensuring their needs are met and questions answered. Must possess excellent phone skills and be able to complete Data Entry with accuracy.

• Working knowledge of excel to track square footage totals; knowledge of formulas and shortcuts is readily used.
• Advanced computer skills are required to process incoming customer orders electronically using our Oracle-based order entry software.
• Experience using Oracle software is an asset or willingness to learn.

• Communication with the shop floor regarding order priorities to ensure our delivery deadlines to customers are always met. Understanding of truck schedules and impact to and from production is preferred.
• On the job training with CSR Team with a focus on supporting their role in times of absence.
• Provide crucial information timely to client vendors and internal team members. Support continuous improvement activities. Overtime may be required based on business needs.

Competencies Core Skills and Qualifications:

• Strong verbal and written communication abilities. Must read write and speak English fluently.

• Proficient in Microsoft Word Excel PowerPoint and Google products with full working knowledge of the internet email and web browsers. Be able to independently produce own documents.
• Solid time management skills are vital. Must be able to perform areas of responsibility in a timely manner without constant reminders. Must be able to work independently and efficiently.
• Able to communicate with others in both group settings and individual settings is essential. Email correspondence must be read and responded to daily and phone calls must be replied to within the same business day when possible.
• Strong organizational skills and basic math skills are necessary.

Education & Experience

High School Diploma or equivalent. Data entry and customer service experience is required; a minimum of 3-5 years of proven experience. Proven experience managing accounts or immediate contact for external business partners is preferred.

Physical requirements

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job the employee is required to walk; sit; use hands to finger handle or feel tools or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision distance vision color vision peripheral vision depth perception and the ability to adjust focus. The noise level in the work environment is usually minimal unless working in the production environment at which point required Personal Protective Equipment must be worn.

Required Experience:

IC