Customer Service Clerk

Madix•Goodwater, AL

About The Position

The Customer Service Clerk provides customer support primarily by telephone, supplying product information, taking orders, and canceling accounts. The role identifies customer needs, builds trust through responsive communication, provides accurate information using appropriate tools, and resolves complaints with suitable solutions and follow-up. The clerk also maintains interaction records, processes customer accounts, files documents, enters new customer information, follows established communication procedures, escalates priority issues, and routes calls to the appropriate resource. Customer service levels range from basic Microsoft Office, CRM, SAP, data entry, and administrative work to more advanced customer-facing work, quoting larger store takeoffs, exporting SAP data to Excel for reporting or data entry, reviewing contracts, and participating in customer, TSM, and RM conference or team calls. The position generally involves eight-hour days, five days a 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.
Sound judgment, adaptability, teamwork, and stress tolerance.
Customer orientation and 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 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 when necessary.
Enter new customer information into the system.
Identify and escalate priority issues.
Route calls to the appropriate resource.
Depending on the assigned service level, perform administrative work; assist customers; quote store takeoffs; export SAP data to Excel for data entry or reporting; review contracts; and participate in customer, TSM, and RM conference or team calls.

Benefits

Group health insurance.
Company-paid group term life insurance.
Dental insurance.
Vision insurance.
Short-term disability coverage.
Long-term disability coverage.
Critical care coverage.
401(k) with eligibility beginning on the first day of employment and 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.