Under the direction of the Customer Service Manager, the Customer Service Representative provides the most responsive customer support to the organization's customers (both internal and external) in person or over the phone; by addressing and resolving customer inquiries and problems, processing orders, following up on deliveries in accordance with company mission statement, policies and procedures.
Essential Duties and Responsibilities:
The following reflects essential functions for this job but does not restrict the tasks that may be assigned. It is not all inclusive and may be expanded to include other duties and responsibilities as the company may deem necessary in order to service our customers.
- Answer incoming customer telephone calls in a courteous and professional manner.
- Responds to and investigates customer inquiries, orders, concerns, and issues via phone, fax, mail and e-mail in a timely and courteous manner.
- Follow up and maintain good communication with customers at all times
- Receives, records, and routes customer orders/changes in appropriate manner.
- Utilize the company鈥檚 computer program for entering and processing orders
- Researches and resolves customer complaints and/or billing issues.
- Documents all contacts, actions and responses in the appropriate database (Clientele)
- Organizes and maintains file system; file correspondence and other records.
- Maintains working knowledge of products and/or services.
- Prepares reports and correspondence accurately and efficiently.
- Effectively communicates customer issues and concerns to all applicable internal staff members.
- Provides appropriate technical and/or product related information to customers.
- Follow up with production to ensure orders are being processed and shipped on a timely manner
- Handle customer grievances as and when they arise in a professional manner and refer grievances to the manager when necessary
- Provide support to the outside sales representatives as needed.
- Provide RGA鈥檚 to customers for product returns according to departmental procedure.
- Complete special projects as assigned.
- Performs other duties as assigned by supervisor.