Customer Service Representative

Job Description

SUMMARY :

This position is responsible for serving as a customer liaison by providing value added services that grow our business. Primarily by telephone and e-mail, this position assists in responding to customer requests, concerns, suggestions, and complaints. The Customer Service Representative must take responsibility to continually develop and use sound judgment in decision making and problem solving. The primary tasks are done under general supervision, but the ability to work independently is preferred.

To perform this job successfully, the selected individual(s) must be able to satisfactorily perform each of the essential duties and job responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• \tEnsure that every customer experience meets quality standards as defined by the customer.
• \tHandle all incoming and outgoing customer telephone calls in a professional manner.
• \tCoordinate all customer service requests to ensure a timely response to our customers.
• \tEnter customer purchase orders into our system and provide customer verification.
• \tPerform daily invoicing of customer shipments
• \tUpdate customer portals for advance shipping notices
• \tAct as liaison for the customer to resolve disputes and claims with QC / Warehouse.
• \tFoster and operate in a continuous improvement environment.
• \tOther duties as assigned.

GENERAL SKILLS

EDUCATION AND / OR EXPERIENCE

QUALIFICATIONS

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

SUPERVISORY RESPONSIBILITIES

This position does not have any direct reports or supervisory responsibility.

FLSA CLASSIFICATION / EXPECTED HOURS OF WORK

This is a salary non-exempt position which is eligible for overtime. A minimum of forty (40) hours a week is required. Occasional evening and weekend work may be required as job duties demand.

TRAVEL REQUIREMENTS

This position does not have any travel requirements.

PHYSICAL DEMANDS

This position is moderately sedentary with the majority of the work done on a computer in an office environment. Regular communications via e-mail and phone is necessary.

SAFETY

Safety glasses, hearing protection and other PPE may be required in production areas.

WORK ENVIRONMENT

This position operates in a professional office environment and requires the use of standard office equipment. The position may occasionally require exposure to the production areas.

REASONING ABILITY

Sound judgment and decision-making skills necessary. Must be able to appropriately prioritize multiple tasks and maintain timeliness for completion.

ACCESS TO CONFIDENTIAL INFORMATION

This position will at times be required to handle confidential company information relating to customers and financial documentation.