Customer Service Representative
About The Position
Manage incoming phone calls, emails, and other forms of communication to address the needs of our customers. Maintain a positive, empathetic, and professional attitude towards customers at all times. Process incoming quotes, orders, and returns (phone, email, fax, web, other) by entering into our ERP software, in a timely, accurate, and efficient manner. Input data from customer calls, emails, orders, etc. into the CRM system. Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency. Recommend possible products to meet the customers’ needs. Prepare reports by gathering data collected during customer interactions. Build a positive rapport and customer loyalty with new and existing customers through exemplary service. Process new customer account requests with proper and timely paperwork completion and pleasant, professional communication. Coordinate logistics of daily shipments to specific customers. Coordinate production schedule to customers. Update customers as needed with order status and confirmations. Process customer credit card payments via our ecommerce platform. Assist with any billing or shipment questions. Troubleshoot Exception Notices received from UPS by contacting customers. Submit customer requests for Certificate of Analysis, Safety Data Sheets, etc. Collaborate with other departments to provide the best service to customers through effective teaming. Support Sales and Marketing staff as needed through CSR functions. Other duties as assigned.
Requirements
- Exceptional interpersonal and communication skills, including active listening and clear articulation
- Strong problem solving and conflict resolution skills
- Proficient computer skills – Windows Office programs (Outlook, Excel, Word)
- Ability to build relationships with customers, vendors, and coworkers
- Excellent interpersonal, verbal, and written communication skills
- Must be able to follow instructions
- Strong organization and time management skills
- Self-motivated and able to work independently and in a team setting
- High School diploma or equivalent, required
Nice To Haves
- Previous customer service experience in a manufacturing setting a plus
- Experience with ERP and CRM software is desirable
Responsibilities
- Manage incoming phone calls, emails, and other forms of communication to address the needs of our customers
- Maintain a positive, empathetic, and professional attitude towards customers at all times
- Process incoming quotes, orders, and returns (phone, email, fax, web, other) by entering into our ERP software, in a timely, accurate, and efficient manner
- Input data from customer calls, emails, orders, etc. into the CRM system
- Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
- Recommend possible products to meet the customers’ needs
- Prepare reports by gathering data collected during customer interactions
- Build a positive rapport and customer loyalty with new and existing customers through exemplary service
- Process new customer account requests with proper and timely paperwork completion and pleasant, professional communication
- Coordinate logistics of daily shipments to specific customers
- Coordinate production schedule to customers
- Update customers as needed with order status and confirmations
- Process customer credit card payments via our ecommerce platform
- Assist with any billing or shipment questions
- Troubleshoot Exception Notices received from UPS by contacting customers
- Submit customer requests for Certificate of Analysis, Safety Data Sheets, etc.
- Collaborate with other departments to provide the best service to customers through effective teaming
- Support Sales and Marketing staff as needed through CSR functions
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
