Customer Service Representative

Job Title: Customer Service Representative

Job Category: Customer Service

Department: Operations

Reports To: CSR Manager

Seniority Level: Entry-Level

SUMMARY

Under the close direction of the CSR Manager, the Customer Service Representative (CSR) plays a key role in the company, interacting with customers, sales team members and the product development department. The CSR is responsible for managing customer’s product information as well as entering customer orders into our SAP by processing verifying, and balancing orders by event, assists in clerical responsibilities as assigned, and verifies the completion of events for processing.

ESSENTIAL DUTIES & RESPONSIBILITIES

Essential functions may include, but are not limited to, the following:

1. Responsible for answering customer inquiries via mail, in-person, and telephone in a timely manner regarding account status, product information, and price information.

2. Order and payment processing, entry in the SAP computer system.

3. Generate credit/adjustment memos in the computer as needed.

4. Facilitate the process of returns as required.

5. New product setups and quotations.

6. Maintains customer profiles and enters notes into SAP.

7. Follows up with customers to ensure complete customer satisfaction surveys.

8. Makes adjustments to orders by crediting and re-invoicing items absent from the shelf as the order is gathered for product specific changes.

9. Resolves customer problems/discrepancies in an expeditious and tactful manner in order to provide customer support.

10. Attends meetings and training sessions as required.

11. Ensures complete paperwork so orders are handled and processed properly.

12. Completes reports and special projects in a timely manner.

13. Performs other related duties as assigned.

EXPERIENCE

1. Data/Order Entry experience.

2. Intermediate Microsoft Office Suite Excel skills.

3. Any ERP System Experience is a must.

4. Strong Interpersonal Skills.

5. Excellent verbal & written communication.

6. Professional phone manner.

7. Ability to work independently with demonstrated problem solving skills.

8. Strong proactive self-organization and detail orientated skill.

9. Excellent time management skills with the ability to prioritize tasks.

WORK ENVIRONMENT

1. Regularly required to sit, stand, bend, and occasionally lift or carry up to 35 lbs.

2. Combination of field and office environment.

3. May necessitate working in busy and loud environments.

4. May be exposed to elements like cold, heat, dust, noise, and odor.

5. This is not a work-from-home position.

RESPONSIBILITIES COMMON TO ALL EMPLOYEES

1. Encompass a “do whatever it takes approach” to serving our clients.

2. Always maintain a safe work environment and confidentiality.

3. Be proactive, creative, flexible in determining, evaluating, researching & resolving issues.

4. Organize & prioritize multiple activities to meet all external & internal deadlines.

5. Maintain professional demeanor that reflects positively on the agency.

6. Demonstrate respect and courtesy toward others.

7. Able to thrive in a work environment emphasizing teamwork and collaboration.

8. Respond in a timely manner in all aspects of communication.

9. Regular and prompt attendance in the office is required.

10. Work with limited to minimum supervision.

11. Perform other duties as assigned by your supervisor.