Customer Service Representative

Customer Service Representative

Responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the Customer Service Department.

Essential Functions :

• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Processes customer orders / changes / returns according to established department policies and procedures.
• Works closely with the credit department to resolve disputed credit items.
• Partners with the sales team to meet and exceed customer's service expectations.
• Communication support via Email, order, phone calls :
• Email : Manage and maintain all emails that come into the Customer Service group email. This includes :
• Responding to emails within 15 minutes, acknowledging.
• Taking appropriate action on the email. May include either a forward to the appropriate contact, status requests, placing an order or assisting the customer in anyway.
• Ensuring all emails are addressed, even if it does not pertain to your assigned Sales rep.
• Orders : Enter new orders, release blanket orders and Manage Reschedules
• Receive Purchase Order, Enter order, send to Rep for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 week out drawer.
• Manage Back orders and past dues daily
• Manage 3 day out drawer daily
• Confirm next day scheduled orders, daily
• Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order
• Phone Calls : Answer all incoming calls in a courteous and professional manner. This includes the Customer Service department main line or your direct extension and follow through with the appropriate action.
• Provide customers with status updates and ETA's.
• Maintain Voicemail box and keep current-respond to customer's messages.

Marginal Functions :

Education / Knowledge / Skill Requirements :