Customer Service Representative

Description Summary: Customer Service Representative Provide excellent professional support services in dealing with the company’s customers, ensuring that inquiries about products, orders placed for products, and complaints are addressed in accordance with established practices, processes, regulations, guidelines and standards in a safe and efficient manner. Essential Duties and Responsibilities: Other duties may be assigned. Abide by, enforce and participate in the implementation and ongoing oversight of all company safety standards and regulations. Receive and process orders from customers Obtain customers’ names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms or into systems Verify customer and order information for correctness, checking it against previously obtained information as necessary Review orders for completeness according to reporting procedures and forwarding incomplete orders for further processing File copies of orders received, or post orders on records/systems May be required to set-up new product items or new customer accounts. Provide information directly or through systems to specific departments or units to prepare and ship orders to designated customers. May involve the handling of freight traffic control, such as normal and special scheduling to customers and several warehouses, rate quotes, damage and delivery claims/issues, etc. Ensure that customer inquiries or complaints are resolved at first point of contact, unless specialized knowledge or further investigation is required Assess inquiries, requests and complaints; provide information about products or services, receiving or entering orders, cancelling accounts or obtaining details of complaints; Maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in the appropriate system (CRM/ERP) Ensure that appropriate changes were made to resolve customers’ problems. Notify customers of claim/complaint investigation results or any planned actions/adjustments; and refer unresolved customer grievances to designated departments for further investigation. Ensure that the company receives the benefit of revenues collected at the earliest opportunity by receiving and processing payments made and resolving inquiries within established processes. Perform general administrative support duties including responding to calls and inquiries from the general public, processing mail/messages/deliveries, participating in audit and inventory activities, sending/copying/transmitting documents, generating reports for review/use by managers/supervisor, etc. to ensure the smooth flow of work within the department and/or plant. Requirements Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: High school diploma or GED, and over one (1) year up to and including two (2) years’ experience in customer service or order entry; or equivalent combination of education and experience. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Computer Skills: To perform this job successfully, an individual should have knowledge of: Customer relationship management (CRM) software, Electronic mail software , Spreadsheet software, Word Processing Software, Enterprise Resource Planning (ERP) software, Financial Records software principles