Customer Service Rep jml

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

1. Answer incoming customer telephone calls. Establish and maintain positive working relationships with customers by ensuring the best possible customer satisfaction

2. Provide accurate and timely information regarding the status of open orders to customers. Help to coordinate the dissemination of information to the production team and facilitate order processing through all stages of production.

3. Schedule and confirm new orders in a timely manner.

4. Prepare all assigned reports and correspondence accurately and on time.

5. Address and resolve customer inquiries, problems and complaints regarding products, services, billing, applications, etc.

6. Address and resolve complaints and make recommendations regarding the return of product and the issuing of credits to customers to maintain customer goodwill.

7. Create and maintain customer files.

8. Enter all required information into the CRM System to create and maintain the customer database, ensuring accuracy and timeliness. Prepare documents, letters, correspondence, etc. as needed.

9. Provide inside support to the outside sales representatives as needed.

10. Complete special projects as assigned.

11. Complete and maintain all required paperwork, records, documents, etc.

12. Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Requires a high school diploma and one to three years of related experience; or a combination of education and experience.

Language Skills

Ability to read and interpret documents such as open orders, service logs, and procedure manuals. Ability to prepare reports and correspondence. Ability to communicate effectively with customers and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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