Customer Service Representative

Coltene•Cuyahoga Falls, OH

15d•Hybrid

About The Position

Customer Service Representative will be involved with and responsible for providing a high level of quality service to our customers, both internally and externally, as well as meeting internal efficiency goals and ensuring compliance with all company policies and procedures. Order Entry efficiency, multi-tasking and relationship management is expected at a high level. Position entails a high amount of customer interaction over the phone. The majority of calls are in regard to product information, complaints, returns, repairs, order entry and product purchase history. Cross selling of products to customers. Build rapport with customers by greeting them in a courteous, friendly, and professional manner Listen attentively to customer needs and concerns; demonstrate empathy. Ability to remain calm and collected during escalated situations Communicate effectively with individuals/teams across various departments in the company to ensure high quality and timely expedition of customer requests Ability to handle confidential information appropriately and communicate in a professional and courteous manner at all times Ability to obtain and enter initial complaint information in Odoo and SAP and be able to multitask with strong analytical and problem solving skills Ability to work independently and take initiative to help team members during downtime Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity Work with shipping on special instructions regarding orders entered into system. Ability to make out bound calls to customers. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

High school diploma or equivalent.
PC proficiency.
Willingness and ability to adhere to all organizational policies and procedures.
Regular and consistent attendance at the facility.

Nice To Haves

Experience in Customer Service, Order Entry, or Sales.
Experience with SAP, Odoo, Shopify, Microsoft Word and Excel.

Responsibilities

Provide a high level of quality service to customers, both internally and externally.
Meet internal efficiency goals and ensure compliance with all company policies and procedures.
Handle a high volume of customer interaction over the phone, addressing inquiries about product information, complaints, returns, repairs, order entry, and product purchase history.
Cross-sell products to customers.
Build rapport with customers by greeting them courteously, friendly, and professionally.
Listen attentively to customer needs and concerns, demonstrating empathy.
Remain calm and collected during escalated situations.
Communicate effectively with individuals and teams across various departments to ensure timely expedition of customer requests.
Handle confidential information appropriately.
Obtain and enter initial complaint information in Odoo and SAP.
Multitask with strong analytical and problem-solving skills.
Work independently and take initiative to help team members during downtime.
Contribute ideas for problem resolution to better serve customers and improve productivity.
Work with shipping on special instructions regarding orders entered into the system.
Make outbound calls to customers.
Assist in the shipping department when needed.