Customer Service Representative

LMT Mercer Group Inc•Ewing Township, NJ

21d

About The Position

Summary of essential job functions and minimum requirements: Customer Focus Communicate with customers to include and not limited to the following either by phone, fax, electronically: Products and Services offered Form, Fit and Function Order(s) Returns Pricing Freight quotes Respond promptly to customer inquires Handle and resolve customer complaints Perform customer verification Process requests and orders promptly Direct requests and unresolved issues to designated personnel Communicate and coordinate with other departments Provide follow up on customer interactions to Maintain proper records and files on customers and orders Recommend Continuous Improvements for Customer Service Functions Recommend process for improvements Maintain a friendly helpful attitude with external and internal customers Continually improving professional and interpersonal skills Keeping focused on customers’ expectations and profitability of company Being proactive in addressing issues System Updates & Maintenance – IQ Maintenance of Customer Contacts Address Phone and Fax numbers Email Pricing Accounting Functions – Record Retention Maintain a proper record: Orders Pack Slips Invoices Returns Credits Receipts and approval of freight bills Invoicing Administrative Functions Provide on the job training for new employees Surveys Forecasting

Requirements

Minimum of three (3) years experience as Customer Service Representative
Understands Custom Products and Development process
Private Label experience
Large Box DIY Retailers experience
Master and Tiered Distributors experience
Detail oriented and problem solver
Basic reading, writing, and arithmetic and phone etiquette skills required. This is normally acquired through a high school diploma or equivalent. Is able to communicate clearly, both written and in speech.
Computer literate with the ability to learn customer service software applications. Duties require professional verbal and written communication skills and the ability to type 30 wpm. This is normally acquired through one to three years of office experience.
Multi-task oriented. Excellent communication skills and problem solving abilities. High school diploma or general education degree experience. Must have a valid driver's license and pass all security and background checks.
Wants to delight customers, above and beyond the call of duty
Has empathy for the customers situation
Has a "thick skin" and is able to handle complaints, even when handling unpleasant customers
Works accurate and with eye for detail
Approaches matters in the best interest of both customer and company
Is able to use automated information systems to analyze the customers situation
Is able to suggest improvements to the various communications by the company (eg. website, FAQ, etc)
Has a pleasant, friendly style
Is willing to build a long-term relationship with the customer (not a "job-hopper")

Responsibilities

Communicate with customers by phone, fax, or electronically regarding products, services, orders, returns, pricing, and freight quotes.
Respond promptly to customer inquiries and resolve complaints.
Perform customer verification and process requests and orders.
Direct requests and unresolved issues to designated personnel.
Communicate and coordinate with other departments.
Provide follow up on customer interactions.
Maintain proper records and files on customers and orders.
Recommend continuous improvements for customer service functions and processes.
Maintain a friendly and helpful attitude with customers.
Continuously improve professional and interpersonal skills.
Maintain customer contacts, addresses, phone and fax numbers, email, and pricing in the system.
Maintain records of orders, pack slips, invoices, returns, credits, and freight bills.
Provide on-the-job training for new employees.
Conduct surveys and forecasting.