Copy of Customer Service Representative

Heartland Label Printers•Little Chute, WI

About The Position

The Customer Service Representative is a key member of our team, responsible for ensuring exceptional service and seamless communication between customers, sales representatives, and internal teams. This position plays a vital role in managing customer inquiries, providing product and service information, resolving issues, and delivering outstanding customer experiences REASONABLE ACCOMMODATIONS STATEMENT To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Requirements

Accuracy: The extent to which an individual’s work is correct and error free within company policies and guidelines.
Adaptability: The extent to which an individual can fit into a changing work environment.
Customer Oriented: A desire to serve both external and internal clients by focusing effort on meeting the clients needs, understanding their concerns, and seeking to build trust.
Communication, Oral & Written: The extent to which an individual communicates with clarity, actively engaging in conversations in order to clearly understand others’ message and intent, and received and processes feedback.
Detail Oriented: The ability to pay attention to all aspects of a situation or task, no matter how small or seemingly unimportant.
Organized: The ability of the individual to be structured and methodical in working skills.
Problem Solving: The ability to recognize courses of action which can be taken to handle problems or potential problems.
Time Management: The ability to effectively utilize available time for the completion of necessary job tasks.
Must be proficient in the use of a PC and Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
High School Diploma or GED

Nice To Haves

Two years of related experience
Any other appropriate education as determined by management.

Responsibilities

Demonstrate integrity and consistency in all interactions, ensuring the company’s Core Values are reflected in service delivery, team collaboration, and customer interactions.
Respond to customer inquiries in a timely and professional manner, providing accurate information about products, services, and orders to ensure customer satisfaction.
Inform customers in advance of potential issues with their orders (e.g., delivery delays or inventory issues) to maintain a positive customer experience and manage expectations.
Identify sales opportunities to meet customer needs while contributing to overall company growth.
Address customer complaints, returns, and order discrepancies promptly, ensuring effective resolution and escalating issues when needed.
Support the identification of the root causes for recurring issues and contribute to the development and implementation of countermeasures to prevent future problems.
Assist in resolving billing discrepancies, short payments, and other financial issues, collaborating with sales, accounting and accounts as needed.
Work with accounts and customers on credit requests and manage the Credit Hold Order list to ensure timely resolution of financial issues.
Work closely with teams in Sales, Operations, Scheduling, Shipping, and IT to ensure on-time deliveries and resolve customer issues
Communicate between departments to resolve customer-related issues quickly and efficiently.
Take on additional tasks and responsibilities as required, contributing to the overall success of the customer service department and company operations.
Ensure high levels of internal and external customer satisfaction, as measured by surveys, feedback, and repeat business.
Maintain quick resolution times for customer issues and complaints, aiming for high efficiency in all aspects of service delivery.
Deliver projects, objectives, and KPIs as outlined by leadership, with adjustments made annually based on business needs.