Customer Service Representative

CMP Group Ltd.•Suffolk, VA

16d•$36,000 - $39,000

About The Position

We are seeking a Customer Service Representative to join the Suffolk, Virginia team on a full-time permanent basis. The Customer Service Representative will provide an exceptional customer experience to our internal and external customers. Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency.

Requirements

1- 3 years of customer service experience in a manufacturing environment, preferable in the marine industry.
1- 3 years of order entry experience
1- 3 years of experience in using Microsoft Office/Software.
1- 3 years of experience using CRM systems.
1- 3 years of experience processing orders, invoices, cancellations and changes
1- 3 years of experience in preparing credit authorizations and return goods authorizations (RGA)
BSc degree in Business Administration or relevant field or equivalent work experience.
Excellent phone etiquette.
Excellent verbal, written and interpersonal skills.

Nice To Haves

Customer Service training programs would be an asset.

Responsibilities

Communicating with customers through various channels and responding to email orders and confirmations within 24 hours.
Provide backup for the E-Commerce portals, ensuring all processing of orders, invoices, cancellations and changes are completed daily.
Prepare Credit authorizations and Return Goods Authorizations (RGA) in timely manner.
Troubleshoot and investigate customer complaints, managing database records, and drafting status reports on customer service issues.
Thorough knowledge of CMP products to provide product pricing and stock inquiries.
Provide warranty, product recall and replacement information quickly to the satisfaction of the customer.
Daily review of new and open tickets in the CRM.
Review prepayment orders to ensure orders are paid promptly prior to release.
Partner with the sales team ensuring high levels of customer satisfaction.
Communicate and coordinate with colleagues to redirect inquires to ensure a prompt satisfactory customer experience.
Work with the production teams to ensure backorders are communicated to the customer.
Assist Account Receivable with short payments on customer orders.
Build sustainable relationships of trust through open and interactive communication with internal customers.
Provide Certificate of Insurance and Certificates of Origin to customers as needed.
Oversee daily the Customer Ship to Validation process.
Filing as required.
Answer reception calls.
Promote safe work practices as outlined within your local Provincial (Canada) or State (USA) regulations.
Follow company and departmental policy and procedures.
Participate in 1-1 meetings with Vice President, Sales – Distribution, OEM & Contract Manufacturing or Team Lead
Prepare annual goals and objectives.
Participate in team meetings as required or requested.
Participate in job-related continuing education courses.
Contribute to the team spirit of cooperativeness.