Customer Service Representative
Mon. – Fri. – 8am to 5pm.
$15+ to start depending on experience.
PURPOSE AND SCOPE
The Customer Service Representative processes orders/returns, communicates with customers to ensure fulfillment of their needs, and provides general support in the area of sales, office and data processing.
Essential Job Functions
Follow Standard Operating Procedures to fulfill all orders, EDI and non-EDI
Follow Standard Operating Procedures to process all credit memos, returns/reverse sales.
Follow Standard Operating Procedures to manage backorders and communicate to customers, rep groups and/or sales managers.
Maintain CRM database to monitor status of accounts and actions taken.
Update contacts files with up-to-date information
Review and complete tasks assigned
Follow up with order acknowledgments and/or shipping and billing information.
Respond to e-mails, inbound phone calls, resolving calls in a skillful and prompt manner.
Field customer inquiries. Resolve problems and answer questions.
Based on customer situation, is empowered to make decisions.
Provide feedback for customer’s comments and questions.
Responds to customer e-mail communication within the established quality parameters and turnaround time.
Field customer complaints and document appropriately to ensure GMP compliance.
Share experiences and provide support to team.
Communicate with Sales Managers concerning all issues pertaining to the customer program.
Write procedures for processes and tasks in the customer service department.
Update customer accounts in Navision and maintain item pricing file.
Send and receive all EDI trading partner documents and functional acknowledgments.
Review EDI amendments
Adjust and resend EDI documents as required.
Provide phone backup support when receptionist is away from her/his desk.
Communicating with logistics regarding specific shipping needs.
Research, track, and report on QA incidents.
Develop knowledge of all products offered by utilizing resources available.
Provide feedback for improvement in areas effecting the position.
Other duties as assigned.
High school diploma
Excellent communication skills, both verbally and written
Excellent customer service and interpersonal skills
Strong computer aptitude and proficiency with Microsoft Office Software
Strong phone skills and detail oriented
Pleasant and professional personality and demeanor