Customer Service Representative

Job Description

Job Description

Summary : The Customer Service Representative (CSR) responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.

Resolve routine and basic problems and communicate solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow-up as needed.

Uses a customer relationship application or database to record activities and research product information. This position reports to the Customer Service Lead.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Handles all calls from assigned customers and Industrial Sales Representatives in a professional and business-like manner.
• Perform order entry, quote entry, and purchasing tasks accurately and efficiently.
• Identify customers' needs and sales opportunities, engaging in consultative selling to promote the organization's products and services.
• Effectively communicate with customers, outside sales, warehouse, accounting, and management to address inquiries, resolve issues, and provide necessary updates.
• Process credit memos to assigned customers for over-shipments, shortages, returned goods, approved price adjustments, vendor credits, defective or damaged goods.
• Research customer back-ordered merchandise upon request.
• Expedites merchandise shipments or cancels as directed.
• Process requests for copies of invoices, credit memos, catalog pages, supplies, price lists, bills of lading, etc. for assigned customers and Industrial Sales Representatives.
• Handles inquiries regarding delivery.
• Notifies customers of delays in shipment, changes in delivery schedules, and / or abnormal shipment sizes.
• Assists others during peak workloads and absences.
• Respond to potential customers' questions and inquiries promptly, providing relevant information via email or other communication channels.
• Maintain a comprehensive knowledge of the organization's product and service offerings, ensuring accurate and up-to-date information is provided to customers.
• Explain and demonstrate product and service features to customers, highlighting their value and benefits.
• Stay informed about competing products and services, identifying opportunities to position the organization's offerings effectively.
• Upsell products and services to customers, maximizing sales opportunities and revenue generation.
• Other duties as assigned.

QUALIFICATION REQUIREMENTS :

• High school diploma or general education degree (GED); or one to three years related experience. and / or training; or equivalent combination of education and experience.
• Proven Success in Customer Service / Customer Facing environments.
• Strong working knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook.

OTHER SKILLS and ABILITIES :

• Exceptional communication and interpersonal skills, written and verbal communication.
• Superior time-management and organization skills.
• Ability to establish good organizational and multitasking skills with a strong attention to detail.
• Professional appearance and demeanor
• Team player.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above 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.