Customer Service Representative

Trexon•Hamden, CT

15d•$50,000 - $60,000

About The Position

This role serves as the front-line for customer interactions and a key communicator between departments in a dynamic work environment. The Customer Service Representative will address customer inquiries, resolve issues, and ensure smooth communication across teams to enhance customer satisfaction.

Requirements

GED/bachelor’s degree in administration, sales, marketing, or related field
1-3 years of experience in customer service experience, sales, or equivalent in other administrative roles
Working within ERP systems (Epicor experience Preferred)
Proficiency with customer relationship management (CRM) system
Working knowledge of the company’s products or services, including common issues, troubleshooting steps, understanding of company policies, purchasing processes, and customer service procedures to effectively answer inquiries and resolve problems
Communication skills – Clear and concise verbal and written communication to effectively interact with customers
Active listening – Paying close attention to customer concerns and fully understanding their needs
Problem solving – Identifying the root cause of customer issues and finding appropriate solutions
Conflict resolution – effectively managing difficult customer interactions and de-escalating situations
Decision-making- Making timely and appropriate decisions to resolve customer issues

Nice To Haves

Bi-lingual (Spanish preferred)

Responsibilities

Assist customers by answering product and service questions
Collaborate with management and the sales team to recommend products or services from analyzing customer needs
Resolve product or service problems by clarifying the customer’s concerns, problem-solving, expediting correction or adjustment, and following up to ensure resolution
Maintain and monitor customer records by updating account information
Refer unresolved customer grievances to designated departments for further investigation
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, process change-orders
Follow up to ensure that appropriate changes were made to resolve customers' problems
Keep documentation of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
Determine charges for services requested, collect deposits or payments, or arrange for billing
Process order payments via the company credit card
Act as a key support resource for the sales team and inter-departmental liaison
Proactively monitor customer “portals” to view any new activity that requires action
Provide friendly assistance to any visitors at the facility
Utilize the Epicor, ERP system, to review and enter customer quotations and purchase orders
Respond to inbound calls from customers and other business partners
Run data reports for executive review
Communicate with the Program Manager regarding important customer interactions and events
Other responsibilities, initiatives and ad-hoc projects as required.