The Customer Service Representative, Sr delivers exceptional support to internal and external customers via phone or in-person interactions. This role focuses on resolving inquiries, processing orders, ensuring timely deliveries, and upholding the company鈥檚 mission, policies, and procedures.
Key Responsibilities:
This role encompasses the following core duties, with additional tasks assigned as needed to meet customer requirements:
- Support the Customer Service Manager with reports, meeting information, and development of training programs, policies, and initiatives.
- Professionally manage incoming calls and promptly address customer inquiries, orders, and concerns via phone or email.
- Mentor Customer Service Representatives, providing performance feedback.
- Maintain clear, proactive communication with customers, providing accurate technical or product-related information.
- Process and route customer orders/changes accurately using SAP.
- Investigate and resolve customer complaints and billing issues, escalating to the manager when necessary.
- Support CH200QPPM quality objectives and drive related improvement initiatives.
- Collaborate with cross-functional teams to ensure reliable customer information and timely order processing/shipping.
- Partner with Sales to implement pricing updates in SAP.
- Act as a liaison with other departments, sharing updates and supporting outside sales representatives.
- Stay informed about products, services, and industry trends.
- Embrace change, seek continuous improvement, and work independently with minimal supervision.
- Complete special projects and other duties as assigned.