Customer Service Rep -Will Call

Ben E. Keith•Albuquerque, NM

About The Position

The Customer Service Representative – Will Call provides direct customer service in person and by telephone, answering questions about products and services and resolving complaints. The role takes and enters will-call orders, selects products, assists customers with loading, manages cash and payment records, and maintains accurate records of customer interactions. The representative must stay informed about inventory, product lines, schedules, delivery information, and promotions, and contact customers as needed to support orders and sales. The position also processes Direct Mail Orders, including reviewing and matching online orders, printing pack tickets, selecting and packing products with appropriate shipping materials and gel packs, weighing packages, preparing shipping labels, and running the UPS end-of-day summary. It includes maintaining packing-material inventory and area cleanliness, and preparing invoices and related documentation for Accounts Payable. Additional duties include processing employee purchases and charge tickets, preparing UPS orders, maintaining the customer service office, checking product dates, and safeguarding confidential information.

Requirements

High school diploma or general education degree (GED).
Ability to read and comprehend simple instructions, short correspondence, and memos, and to write simple correspondence.
Ability to present information effectively in one-on-one and small-group situations.
Ability to perform arithmetic using whole numbers, common fractions, and decimals; compute rates, ratios, and percentages; and interpret bar graphs.
Ability to follow detailed but uncomplicated written or oral instructions and solve problems involving a few concrete variables in standardized situations.
Knowledge of Microsoft Outlook and Internet software, order-processing systems, and Microsoft Word, Excel, Access, or similar applications.
Valid forklift license and ability to operate all types of forklifts.
Familiarity with keyboarding and data entry.
Ability to meet the physical demands of the job, including frequently lifting or moving up to 50 pounds and occasionally lifting up to 80 pounds.

Nice To Haves

One year of experience and/or training in a customer relations position.

Responsibilities

Interact with customers in person and by telephone to provide product and service information and resolve complaints.
Take and enter will-call orders received in person, by phone, computer, and facsimile.
Select customer orders and assist customers with loading products.
Manage the petty cash box, compile sales invoices and paid vouchers, balance them daily, and return the cash box to the safe at the end of the day.
Record details of customer inquiries, complaints, comments, transactions, and actions taken.
Handle a large volume of incoming calls and in-person orders, and contact customers about orders and additional products or services.
Research customer, vendor, and DSR information in computer systems or hard-copy files.
Process employee purchases and send them to the Payroll Clerk; prepare gas and charge tickets from the cash box and send them to Accounts Payable.
Ensure UPS orders are ready and maintain the customer service office and public-facing area in a presentable condition.
Document customer complaints, forward them to the supervisor for resolution, and follow up to confirm satisfactory resolution.
Stay informed about product lines, DSR schedules, delivery schedules, promotions, and other information needed to respond to customer inquiries.
Check product dates for freshness and check with Buyers and Management about special cutting requirements.
Maintain the list of team members issued a pond-gate key and collect the $8.00 key payment.
Process Direct Mail Orders by checking the Target Data Systems and Direct Mail Order website, matching orders, printing pack tickets, selecting orders, packing and labeling shipments, and running the UPS end-of-day summary.
Inventory packing materials, prepare and submit DMO invoices with the signed UPS summary report, dispose of empty product boxes, store unused materials, clean the packing area, and put away empty pallets.
Protect confidential information from unauthorized copying or sharing.