Clerk

Madix Inc.•Terrell, TX

11d

About The Position

The Clerk provides customer service by telephone, responding to customer questions, taking orders, or canceling accounts. The role identifies customer needs, builds customer relationships through clear communication, supplies accurate information, and resolves complaints while following up to confirm resolution. The Clerk also maintains customer records, processes accounts and documents, enters new customer information, escalates priority issues, and routes calls to the appropriate resource. The required customer service level may involve administrative work and data entry, customer-facing service and quoting store takeoffs, SAP data exports and reporting, or larger takeoffs, contract reviews, and customer conference or team calls. The position generally works eight-hour days, five days per week, indoors in a controlled environment. Occasional overtime may be required. Duties and responsibilities may change with or without notice.

Requirements

High school diploma or equivalency certificate.
Two to four years of customer service-related work experience.
Excellent verbal and written communication skills.
Problem analysis and problem-solving skills.
Organizational skills and attention to detail.
Sound judgment and adaptability.
Teamwork and stress tolerance.
Customer orientation and the ability to adapt and respond to different types of people.
Ability to multitask, prioritize, and manage time effectively.

Responsibilities

Confer with customers by telephone to provide product information, take orders, or cancel accounts.
Identify and assess customer needs to achieve satisfaction.
Build sustainable relationships and trust with customer accounts through open, interactive communication.
Provide accurate, valid, and complete information using appropriate methods and tools.
Handle customer complaints, provide solutions and alternatives within time limits, and follow up to ensure resolution.
Maintain records of customer interactions, process customer accounts, and file documents.
Follow communication procedures, guidelines, and policies, and make extra efforts to engage customers.
Follow up on customer calls when necessary.
Enter new customer information into the system.
Identify and escalate priority issues.
Route calls to the appropriate resource.

Benefits

Group health insurance.
Company-paid group term life insurance.
Dental, vision, short-term disability, long-term disability, and critical care coverage.
401(k), eligible on the first day of employment, with a company match of up to 4% quarterly based on safe harbor election.
Nine holidays per year, with eligibility after 30 days of employment.
Vacation time.
Educational assistance.
Employee assistance program.
Onsite clinic with free medical visits.
Safety and attendance incentives.
Employee appreciation days.