Customer Service Representative
The Customer Service Representative plays a crucial role in bridging the gap between our customers and the company. They are responsible for providing accurate product/service information and resolving any emerging issues with efficiency and accuracy.
Key Responsibilities:
* Provide exceptional customer support by analyzing, processing, and responding to customer and sales team needs
* Process all customer orders accurately and promptly upon receipt, ensuring customer data is validated for pricing, terms, exceptions, and special shipping requirements
* Resolve customer queries satisfactorily on product quality, availability, substitutions, inventory, order status, pricing, billing, invoices, and carrier concerns
* Assist the sales team with account inquiries and problems involving product quality, carrier concerns, product availability, pricing, and billing
* Respond promptly to customer complaints and notify relevant parties, escalating as needed
* Maintain customer account information for efficient billing and paperwork maintenance
* Ensure compliance with applicable corporate policies and procedures
Requirements:
* Associate degree preferred or equivalent work experience
* At least 3 years of experience in a customer service team environment
* Familiarity with ERP systems (SAP Business One - Advantage)
* Proficiency in Microsoft Office software, including Excel
* Ability to work cross-functionally with a customer-driven focus and sense of urgency
* Excellent customer service skills and ability to express ideas clearly
* Familiarity with Incoterms and import/export documentation is an advantage
* Pleasant temperament combined with assertiveness