CUSTOMER SERVICE REPRESENTATIVE

Blue Wave Products.•Batavia, IL

13d•$0 - $20•Hybrid

About The Position

As a Blue Wave Customer Service Representative, you will be responsible for aiding vendors/dealers in courteous and professional manners regarding ordering, product clarification, order status, delivery, returns, shortages, and missing parts while ensuring dealers receive the highest level of service that can be provided in accordance with our marketing philosophy. The primary responsibilities of this position are to ensure that our customers’ inventory is received and managed properly, and their orders are entered, filled, and shipped accurately and in a timely manner. Customer Service Representatives must have the ability to identify issues and concerns addressed by customers and apply relevant policies to resolve the issue. They are the main contact for all client interactions and must apply problem-solving techniques and critical thinking methods to maintain strong client relationships.

Requirements

Superior communication, problem solving, and decision-making skills
Basic computer skills
3-5 years' customer service experience (preferred in a manufacturing or distribution environment)
Experience working with a diverse range of customer channels (retail and wholesale)
High school diploma or equivalent
Ability to work in a fast-paced, team-oriented environment
Ability to sit for extended periods of time
Regularly work on a computer and focus on a screen or monitor
Ability to safely maneuver within an office setting

Nice To Haves

Type 50 WPM

Responsibilities

Respond to all customer correspondence within 24 hours
Process all daily orders received prior to designated cut-off time
Adhere to a 0.2% or less order entry error rate
Aggressively pursue continued knowledge in a growing product line
Troubleshoot and resolve any customer issues and disputes
Coordinate with warehouse staff to maintain proper documents
Learn each Dealer’s specific business needs and provide service based on those needs while developing a firm business relationship between Blue Wave and the Dealer
Provide answers to a variety of questions via telephone and email regarding quotes, products, orders, shipments, returns, billing, missing parts, and warranty issues
Enter orders accurately with a goal of same day shipment
Assist dealers in understanding company policies and procedures
Assist in obtaining quotes (from manufacturers) for custom products
Prepare dealer reports as requested on a daily/weekly basis
Work cross-functionally internally and externally to provide one call resolution for Customer/Dealer issues
Make appropriate recommendations to Manager regarding process improvement and increased efficiency
Meet team goals regarding inbound call management and order errors
Ensure information is documented accurately and shared with team members
All other tasks as assigned by the Customer Service Manager