Entry level position; answers routine questions and issues from external or internal customers. Frequently escalates more complex customer complaints or issues to more senior customer service representatives.
Primary contact with customers by phone concerning orders, returns, shipments and products.
Receive and enter phone, fax, and e-mail orders.
Call customers when necessary to advise shipments delay and/or information necessary to process orders.
Make changes to or cancel orders/backorders.
Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.).
Initiate file maintenance for corrections to customer file.
Complete/route appropriate internal documentation to initiate processes to fulfill customer order(s).
Manage order entry database as required to satisfy customer requests. Generate reports from database as per business needs.
Work closely with internal departments to assure commitment to customer is met in a timely manner.
Solicit sale of new or additional services.
Handle irate customers in a professional manner.
Obtain customer feedback information and provide timely feedback to company regarding service failures or customer concerns.
May initiate shipment tracers with carriers.
Performs other duties as assigned.
QUALIFICATIONS (Education/Training, Experience and Certifications)
High school diploma or GED required; Associate’s degree with business concentration preferred
Minimum of 1 year of related customer service experience
KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)
Must demonstrate working knowledge of personal computer applications, such as Microsoft Word, Excel, Access and Outlook
Excellent customer service skills (friendly, courteous and helpful)
Excellent communication skills (grammar, voice, diction)
Strong customer orientation
Ability to evaluate customer needs, and respond with appropriate action/delivery
ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)
Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.
A frequent volume of work and deadlines impose strain on routine basis.
Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.
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