Customer Service Representative

The Customer Service Associate is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Duties and responsibilities
• Partners with the sales team to meet and exceed customer’s service expectations.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Receives and checks customer complaints; Provides timely feedback to the company regarding service failures or customer concerns.
• Works closely with the Accounts Receivable department to resolve disputed credit items and release orders.
• Edits orders received for price and nomenclature.
• Informs customers of unit prices, shipping date, anticipated delays and any additional information needed by the customer.
• Prints shipment documents and forwards to the Customer Relations Liaison for review.
• Records or files copy of orders received.
• Prepares invoices and shipping documents such as export papers and commercial invoices.
• Checks shipping orders to ensure they are accurate with regard to quantity shipped. This is done by comparing shipping documents with computer-generated reports.
• Confers with production, shipping, warehouse or common carrier personnel to expedite or trace missing or delayed shipments.
• Compiles statistics and prepares various reports for management.
• Maintains customer name and address database.
• Transmits new pricing, with the correct amounts, to the Sales Team.
• Take initiative to accomplish open tasks; be proactive and seek additional work when available
• Maintain positive work relations; support team work and help coworkers to accomplish team goals
• Listen and communicate respectfully with employees at all levels within the organization and outside vendors
• Attendance; Maintain regular attendance and follow call out and time off procedures as outlined in the handbook.
• Comply with company policies and procedures as outlined in the Employee Handbook
• The position includes all other responsibilities that may be necessary to fulfill the duties associated with the Customer Service Associate or as may be assigned.
Required Qualifications
• High School Diploma or equivalent
• A minimum of 1 year working in Customer Service.
• Customer/client focused
• Problem Solving/Analysis.
• Proficiency in Microsoft Office and basic knowledge of Adobe Acrobat
• Good communication and listening skills.
• Basic math skills.
• Attention to detail and good organizational skills.
Customer Service- Customer Service Associate 3
• Time management; Ability to handle multiple demands and work to meet deadlines
• Dependability; Exhibit a reliable and consistent work ethic
• Punctuality; arrive on time to work and return on time from breaks
• Ability to work efficiently in a fast-paced environment.
• Ability to be flexible and to adapt to quickly changing conditions.
• Willingness to learn and take on new responsibilities.

Working conditions
The Company will explore and provide reasonable accommodations to assist any qualified individual with a disability in performing the essential functions of his/her job. Please speak with the Director of Human Resources should you require an accommodation or have any questions.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as desktop computers, photocopiers and smartphones.

Position Type/Expected Hours of Work
This is a full-time position; 40 hours per week. Days of work may range from Sunday through Thursday, or from Monday through Friday. Start and end times will fall within the range of 8:00am to 6:00pm depending on assigned schedule, with a daily 45-minute lunch break. This position may occasionally require longer hours when workload or project deadlines require it.

Travel
There is no travel required for this position.

Physical requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel a computer, keyboard and mouse, handheld phone or device and reach with hands and arms.

Direct reports
This position has no direct reports.