Customer Service Representative

Job Summary
The Customer Service Representative (CSR) will provide product/order support to customers, assist outside sales force. The CSR is responsible for all incoming phone calls, processing product returns, warranties, purchase orders, quotes, forecasting, shipment line evaluation, and web order support.

Exemption Status

• Non-Exempt

Duties/Responsibilities

• Interact with customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Collects and enters orders for new or additional products or services.
• Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff.
• Provides updates to customers about late shipments (including projected past due).
• Responsible for determining and reporting the principle causes of quality losses and non-conformances - shipping/order entry/pricing errors.
• Ensures that appropriate actions are taken to resolve customer problems and concerns - complete CARS/RMA as needed.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Performs other related duties as assigned.

Required Skills/Abilities

• Excellent communication skills including active listening.
• Service oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.

Education and Experience:s

• Two years of college preferred or equivalent work experience
• Customer service experience

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Reports to

Customer Service Supervisor