Customer Service Representative (39504)

Young Innovations•Charlotte, NC

22d

About The Position

The primary focus of the Customer Service Representative is to provide quality service to our customers. The CSR will effectively communicate with a diverse customer base via phone, email, and fax in order to respond to inquiries, place orders, problem solve, obtain information, set-up repairs/returns, and communicate product information; as well as perform related duties as required.

Requirements

Two years’ customer service experience in either a call center environment featuring a moderate to high volume of inbound and outbound calls or a manufacturing environment
Experience with an order management system, including a CRM is preferred. Or an equivalent combination of training and experience.
Have the ability to learn products, processes, services and customers.
Basic to intermediate knowledge of MS Office, including Excel, Word, and Outlook.
Communicate effectively and professionally, both verbally and in writing.
Ability to answer incoming phone calls for the majority of each day.
Ability and desire to multi-task and quickly reset priorities as dictated by workflow.
Excellent organization skills.
Ability to continuously be accurate and precise throughout an entire workday.
Excellent interpersonal skills.
Maintenance of a positive and enthusiastic attitude throughout each workday.
Ability to quickly and thoroughly respond to customer inquiries.
The ability to use a telephone and personal computer, while seated for the majority of an 8-hour shift, is required.

Responsibilities

Provide superior customer service through effectively responding to all inbound customer calls, email, and faxes.
Support customers through providing solutions including Accurate order processing and pricing functions in the ERP system Changes to accounts Order inquiries such as tracking information and product ETAs Product advice/knowledge
Coordinate product return/repair support including logging product and service complaints in a timely and professional manner
Communication of product availability information
Provide outbound communication as necessary to resolve or follow-up on issues.
Utilize all available tools, including ERP system and CRM database, to accurately carry-out day-to-day tasks and responsibilities.
Accurately obtain custom shipment or expedited freight requests from customers, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team.
Accurately create and maintain customer records in ERP and CRM systems, including order preferences, product specific feedback, address information, billing information, and contact preferences.
Responsible for achieving all goals and metrics as assigned.
Customer Service Administrative duties, including web, fax, mail, or Fulfillment Center order entry, and creation and/or analysis of basic system-based reports.
Participation in special projects as assigned.
Run reports as needed.
Assists/backs-up peers.
Other duties as assigned