Customer Service Representative (Corporate)

Martignetti Companies LLC•Taunton, MA

just now•Onsite

About The Position

Position Overview: This position is responsible for resolving customer questions, complaints and requests via the telephone or e-mail. Adhering to internal policies and procedures and utilizing working knowledge of the organization’s products to meet department productivity and quality standards.

Requirements

Effective verbal and listening skills to provide courteous and professional customer service.
Effective PC skills including, electronic mail, intranet, and industry standard applications.
Ability to remain calm and courteous when handling difficult calls and requests.
Ability to develop and maintain working knowledge of the organization’s products and services.
Ability to work well in a team environment.
High School diploma or equivalency certificate required
Minimum 3 years’ experience in customer service.
Proficient in Microsoft Office; familiarity with order entry and inventory systems

Responsibilities

Continually develop and maintain working knowledge of internal policies, procedures and products.
Ensure compliance with organizational policies and procedures.
Assist customers and sales staff on status of orders and answer questions on pricing and product availability. Direct callers to the proper department as required.
Accurately code and process orders for customers and sales staff.
Resolve product or service problem by clarifying customer’s complaint; determine the cause of the problem and explain the best solution to resolve the problem; expedite the correction or adjustment and follow up to ensure resolution.
Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
Identify and escalate difficult customer situations to the appropriate party.
As part of a team effort, participate in the achievement of department service levels and goals.
Increase industry knowledge by attending educational workshops, reviewing professional publications and researching information on the Internet.
Review under minimum report and release orders which meets company guidelines.
Manage department voice mail and email boxes, to ensure orders are entered timely and accurately.
Provide backup coverage for the reception area.