Customer Service Representative

Flow Control Group•Pewaukee, WI

21d•Onsite

About The Position

This role is for an Associate to join our Customer Service team, managing the critical role of servicing our customers through the Return Material Authorization (RMA) process, order entry, and general service functions. The Associate will be responsible for the accurate and timely completion of these functions while being adept at working both independently and with team members.

Requirements

Solid computer skills including Microsoft Office products
Strong organizational, communication, and listening skills
Ability to problem-solve and show critical thinking

Nice To Haves

Bachelor’s degree is desired, but not required
Experience in a customer service setting is a plus

Responsibilities

Understanding and managing the Return Material Authorization (RMA) process
Entering orders, including the placement of vendor purchase orders if necessary
Notifying the customer that their order has been received via an order acknowledgement
Obtaining vendor confirmations and checking those confirmations against our purchase order for accuracy
Reviewing and monitoring each order to ensure timely product delivery
Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Managing large amounts of incoming emails and calls from customers and vendors
Identifying and assessing customers' needs to achieve satisfaction
Building sustainable relationships of trust through open and interactive communication
Handling complaints, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution
Following communication procedures, guidelines, and policies
Special projects as required