Customer Service Representative

Job summary
Summary of essential job functions and minimum requirements:

1. Customer Focus
   • Communicate with customers to include and not limited to the following either by phone, fax, electronically:
     1. Products and Services offered
     2. Form, Fit and Function
     3. Order(s)
     4. Returns
     5. Pricing
     6. Freight quotes
   • Respond promptly to customer inquires
   • Handle and resolve customer complaints
   • Perform customer verification
   • Process requests and orders promptly
   • Direct requests and unresolved issues to designated personnel
   • Communicate and coordinate with other departments
   • Provide follow up on customer interactions to
   • Maintain proper records and files on customers and orders
   • Recommend Continuous Improvements for Customer Service Functions
   • Recommend process for improvements
   • Maintain a friendly helpful attitude with external and internal customers
   • Continually improving professional and interpersonal skills
   • Keeping focused on customers’ expectations and profitability of company
   • Being proactive in addressing issues

1. System Updates & Maintenance – IQ
   • Maintenance of Customer
     1. Contacts
     2. Address
     3. Phone and Fax numbers
     4. Email
     5. Pricing

1. Accounting Functions – Record Retention

• Maintain a proper record:
  1. 1. Orders
     2. Pack Slips
     3. Invoices
     4. Returns
     5. Credits
     6. Receipts and approval of freight bills
     7. Invoicing

1. Administrative Functions
   • Provide on the job training for new employees
   • Surveys
   • Forecasting

5. Knowledge and Skills Requirements

• Minimum of three (3) years experience as Customer Service Representative
• Understands Custom Products and Development process
• Private Label experience
• Large Box DIY Retailers experience
• Master and Tiered Distributors experience
• Detail oriented and problem solver
• Basic reading, writing, and arithmetic and phone etiquette skills required. This is normally acquired through a high school diploma or equivalent. Is able to communicate clearly, both written and in speech.
• Computer literate with the ability to learn customer service software applications. Duties require professional verbal and written communication skills and the ability to type 30 wpm. This is normally acquired through one to three years of office experience.
• Multi-task oriented. Excellent communication skills and problem solving abilities. High school diploma or general education degree experience. Must have a valid driver's license and pass all security and background checks.
• Wants to delight customers, above and beyond the call of duty
• Has empathy for the customers situation
• Has a "thick skin" and is able to handle complaints, even when handling unpleasant customers
• Works accurate and with eye for detail
• Approaches matters in the best interest of both customer and company
• Is able to use automated information systems to analyze the customers situation
• Is able to suggest improvements to the various communications by the company (eg. website, FAQ, etc)
• Has a pleasant, friendly style
• Is willing to build a long-term relationship with the customer (not a "job-hopper")

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.