Customer Service Clerk

Madix Inc.•Goodwater, AL

About The Position

The Customer Service Clerk communicates with customers by telephone to provide product information, take orders, or cancel accounts. The role focuses on understanding customer needs, building trust through responsive communication, providing accurate information, and resolving complaints within appropriate time limits. The clerk maintains records of customer interactions, processes customer accounts, files documents, enters new customer information, follows communication procedures and policies, and routes or escalates calls and issues as needed. Customer service levels range from basic Microsoft Office, CRM, SAP, data-entry, and administrative work to more complex customer-facing quoting, SAP data export and reporting, contract review, and participation in customer, TSM, and RM conference or team calls. The position generally involves eight-hour workdays, five days per week, indoors in a controlled environment. Occasional overtime may be required.

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.
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 and interactive communication.
Provide accurate, valid, and complete information using appropriate methods and tools.
Handle customer complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
Keep records of customer interactions, process customer accounts, and file documents.
Follow communication procedures, guidelines, and policies.
Engage customers and follow up on calls where necessary.
Enter new customer information into the system.
Identify and escalate priority issues.
Route calls to the appropriate resource.
Depending on service level, perform administrative and data-entry work; customer-facing quoting; export SAP data to Excel for data entry or reporting; quote larger takeoffs; review contracts; and participate in customer, TSM, and RM conference or team calls.

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 from the first day of employment, with a company match of up to 4% quarterly based on safe harbor election.
Nine holidays per year, eligible 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.