Cust Svc Professional
About The Position
The Customer Service Professional reviews customer orders, ensures required information and packaging instructions are available, and coordinates with distribution-related production departments to communicate customer requirements. The role provides customers with order-status updates, promptly communicates potential delays, and helps resolve order issues and complaints. It may place orders on hold pending customer disposition or partially release orders when distribution requirements call for it. The position also supports the Customer Service Department, initiates art request forms, source media product travelers, and scrap notices, monitors non-conformance databases for timely resolution of holds, and provides daily status reports. The employee is expected to follow applicable procedures and policies, maintain a clean workstation and observe safety requirements, and assist with training other employees. Other duties may be assigned. The position includes 15 days of on-the-job training, process review, and observation of other customer service representatives and relevant manufacturing, packaging, shipping, and distribution departments. Additional training needs are reviewed annually during performance evaluations. The work involves sustained sitting, typing, and viewing a computer screen. Employees may occasionally encounter low or elevated temperatures and dusty environments. Travel is not expected. The role has no supervisory responsibilities and is scheduled for second shift, 11:00 a.m. to 7:30 p.m.
Requirements
- Above-average computer skills.
- Ability to handle stressful situations with courtesy, professionalism, and reason.
- Demonstrable communication skills.
- Ability to work with little supervision.
- Proficiency in all customer-service-representative work-related responsibilities.
Nice To Haves
- Softeon experience is helpful.
- A four-year college degree in a business-related curriculum is preferred; appropriate experience in customer service or a related field is acceptable.
Responsibilities
- Review customer orders, resolve problems, and promptly notify customers of resolutions.
- Ensure adequate information and packaging instructions are provided to begin orders.
- Coordinate with distribution-related production departments to clearly communicate customer requirements.
- Communicate order status and potential completion delays to customers as early as possible.
- Evaluate whether to hold orders until customer disposition is obtained and determine whether partial release is appropriate when distribution requirements dictate.
- Provide additional support to the Customer Service Department as needed.
- Enter, track, help resolve, and communicate customer complaints; assess whether complaint resolutions meet customer needs and provide input on customer-service process changes.
- Initiate art request forms, source media product travelers, and scrap notices.
- Monitor non-conformance databases to ensure timely resolution for orders or components on hold.
- Provide daily status reports.
- Follow and take responsibility for applicable procedures, assignments, notices, and policies in assigned and common areas.
- Assist in training other employees.
- Maintain a clean workstation and follow safety requirements.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
