Customer Service Representative id-514
Job Description
Core Duties:
• Receives, processes and verifies the accuracy of orders from internal (sales) and external customers utilizing the company’s established policies for pricing, payment and shipping terms.
• Works with internal departments and external customers to document pricing approvals and corrections to orders prior to processing. Provides pricing and availability to both internal and external customers. Keeps Promotional and Special Pricing information updated and organized in order to perform his/her job.
• Assists in entering faxed in orders throughout the day and ensures that they are processed before end of day. Processes orders that are either forwarded or hand delivered by the Sales Rep. Ensures that product specifications, special instructions and any other pertinent information is included on the pick ticket.
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Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
• Serves as backup to main operator by answering calls, transferring calls and takes messages as needed.
• Ensures and provides quality service to both internal and external customers. Handle and resolve customer complaints.
Other Responsibilities
• Assists in EDI processing including electronic order confirmations, corrections, label printing for EDI shipments, etc.
• Prepares Customs Forms for Canada, Puerto Rico or other international shipments when required.
• Coordinates and processes Return Authorizations from internal and external customers in a timely manner; ensuring that all policies are followed.
• Represents the company in a positive and professional manner.
• Documents and makes recommendations to appropriate departments for corrections to computer system.
• Provide and process information in response to inquiries, concerns, and requests about products and services either personally or by routing to appropriate person.
• Maintains up to date operating procedure for his/her position/responsibilities.
• Provides back up support to others as required.
• Provides cross training support as required.
• Adheres to all corporate policies, guidelines and requirements and makes recommendations to manager for adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area.
• Files invoices accordingly on a weekly basis.
Skills/Qualifications:
• Customer Service Orientation, Problem Resolution, Product Knowledge, Documentation Skills, Listening, Phone Skills.
• Be in good physical condition to bend, kneel and lift cumbersome and / or heave objects up to 15 lbs. in preferred.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.
