Customer Service Representative TO CUSTOMER SERVICE REPRESENTATIVE The Customer Service Representative (CSR) acts as a customer’s primary representative of the companies vision, as they can be the first contact for email, phone and chat. The CSR’s primary responsibilities include supporting the Sales & Service team with request for quotes, quote follow up, order processing, and some customer contact in a way that creates a Superior Customer Experience through innovative service, technology, and engaging communication. General Duties and Responsibilities: Monday – Friday
Receiving live visitors, answering phones and emails
- Responding to Requests for Quote (RFQs)
- Analyzing the nature of the visitor/call/email and responding appropriately
- Processing orders in the Company’s ERP system
- Researching customer account information
- Logging prospect and current customer activities in the Company’s CRM system
- Coordinate with Logistics to determine delivery dates based on customer needs
- Expedite “Rush” & “Hot” orders
- Return material processing and reconciliation
- Communicate with customer regarding issues which would affect delayed or late delivery of an order
- Collaboration with cross-functional teams to support the customers’ needs
- Support Clerical/Sales Assistant as needed
- Other duties as assigned
Required Knowledge, Skills, and Abilities:
- College degree or equivalent experience
- Aptitude for learning basic technical terminology
- Strong team player – perceived as helpful, friendly, and possessing a positive attitude
- Passion for customer satisfaction
- Excellent spoken English, diction, and telephone etiquette
- Excellent interpersonal and communication skills
- Excellent written skills – correct English grammar, spelling, professional salutation and formatting
- Basic knowledge of MS Office (Word, Excel, Outlook)
- Able to juggle various tasks and priorities while meeting established deadlines
- Strong attention to detail with good organization and time management skills
- Highly developed sense of integrity and commitment to customer satisfaction
- Professional demeanor and conduct in a business office setting
- Remain calm and professional in stressful situations
Personal Traits and Characteristics:
- Reliable, dependable, diligent Highly organized with good time management skills
- Excellent work attendance record
- Task oriented
- Attention to detail
- Able to work under pressure and deadlines
- Ability to multi-task and prioritize
- Effective communication skills
- The successful candidate shall exhibit a sense of ownership, urgency, be solution orientated, collaborative and accountable.
Education and/or Experience: Bachelor’s degree or equivalent experience Reports to: Customer Service Supervisor