CUSTOMER SERVICE REPRESENTATIVE

Job Title:

Customer Service Representative

Department:

Customer Service

Reports To:

Customer Service Manager  

FLSA Status:

Non-Exempt

Position Summary:  Interact with customers to provide information in response to inquiries, process orders and handle and resolve customer's complaints by performing the following duties.

Essential Duties and Responsibilities include the following.  Other duties may be assigned.

  • Accurately enter orders submitted by phone, fax and email into internal order management system.
  • Has knowledge of all product lines and offers additional products for sale to customers to increase order size.
  • Confer and correspond with customers by telephone or via email in order to provide information about products and services, to take orders or to obtain details of and resolve complaints.
  • Confer with factory and warehouse to avoid and resolve customer service issues.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, writing up credits, and/or notifying the credit department of necessary refunds.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Estimates date of delivery to customer, based on knowledge of own firm's production and delivery schedules.
  • Builds and maintains customer relationships.
  • When assigned, makes outbound calls to existing customers by telephone and email to solicit sales, does follow up calls to check sell though and to get reorders, and notifies customer about specials and new products.

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