Customer Service Representative (on-site)

BASIC FUNCTION

The Customer Service Representative reports directly to the Customer Care Manager as part of the Commercial Operations Team. The position will require direct communication with customers, the sales team, logistics personnel, as well as, inter-departmental communication. The CSR will be heavily involved with various systems for data entry and customer management to achieve high level customer satisfaction. This is an on-site position only.

NATURE AND SCOPE

Key responsibilities include the following:

· Interface with customers via phone, email and in person to provide overall customer satisfaction.

· Accurate and timely processing of customer orders to ensure satisfaction.

· Promptly respond to customer inquiries regarding product, service and account.

· Handle and resolve customer complaints in a professional manner.

· Obtain and evaluate all relevant information to handle product inquiries.

· Provide pricing, service and delivery information to customers in a timely manner.

· Regular and accurate maintenance of customer account information in database.

· Direct communication with sales representatives to provide accurate information regarding samples, customer orders and inventory levels.

· Strong time management skills to meet team and individual deadlines.

· Record details of customer interactions in Salesforce for future reference by the CS Department or other departments within the company.

· Follow up within 24 hours of all customer requests.

· Work cross functionally to provide necessary customer information and assistance to Regional Sales Managers, and sales reps.

· Provide feedback and recommendations to the Customer Service Manager to improve processes and customer service efficiencies.

· Communicate and coordinate customer order requirements effectively with the distribution center and 3PL partners.

· Flexibility to adjust and adapt to meeting customer needs as well as internal requirements.

· Maintains customer records by updating account information.

· Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

· Provides timely and accurate information to incoming customer order status and product knowledge requests.

· Processes customer orders/changes/returns according to established department policies and procedures.

· Works closely with the credit department to resolve disputed credit items.

· Provides timely feedback to the company regarding service failures or customer concerns.

· Partners with the sales team to meet and exceed customer’s service expectations.

KNOWLEDGE/EXPERIENCE

To effectively carry out the above responsibilities, the Customer Service representative should possess the following skills, knowledge, and business experience:

· High school diploma or equivalent required, college degree preferred.

· Minimum of 2-3 years of previous B2B customer service experience desired.

· Must be able to work in a team environment to meet deadlines.

· Professional and courteous communication skills: by telephone, in person and in writing.

· Knowledge using ERP programs for order processing and data gathering preferred experience with NetSuite.

· Knowledge of MS Office and shipping company software (UPS, FedEx, etc.).

· Experience with CRM systems (Salesforce, etc.).

· Strong attention to detail to ensure accuracy of orders and overall customer satisfaction.

· Organized, flexible, able to follow instructions and receive feedback.

· Exercises good judgment within defined procedures and practices to determine appropriate actions and problem solve as needed.