Customer Service Representative - Austell, GA

Empire Distributors•Austell, GA

2d•Onsite

About The Position

Provides telephonic customer service and assistance. Communicates directly with customers and assists in resolving problems. Records information and processes files to ensure appropriate documentation is maintained. Routinely substitutes for receptionist by performing the following duties.

Requirements

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Knowledge of Spreadsheet software and Word Processing software.
Ability to navigate SAP software.
Ability to navigate ProDiver business intelligence software.

Responsibilities

Supports Empire sales representatives by researching products, customer history, pricing, and account information and relaying findings as needed.
Processes all necessary paperwork and correspondence to establish and maintain customer accounts.
Performs electronic entry and maintenance of customer account information within company systems.
Communicates with customers by phone, email, and in person to receive and process orders, answer product, pricing, delivery, and account-related inquiries, and resolve customer concerns in a timely and professional manner.
Maintains control and processes actions involving order voids, return orders, call backs, check remotes, and invoices not routed.
Maintains files and records for customer documentation, correspondence, and account activity.
Completes paperwork for order pickups, no-charges, credits, routine product orders, and other customer service transactions.
Updates customer files and information as needed to ensure accuracy.
Addresses customer complaints concerning billing, product availability, deliveries, or services rendered.
Refers service failures and unresolved customer concerns to the appropriate sales representative or manager.
Assists with daily, weekly, and monthly reports and distribution.
Utilizes Microsoft Office applications, SAP, camera systems, and other company software to perform job duties efficiently.
Maintains confidentiality of customer and company information.
Performs other duties and special projects as assigned by the Customer Service Manager or Company Leadership.