CUSTOMER SERVICE REP I - WHOLESALE

Customer Service Rep I - Wholesale

Job Category : CUSTOMER SERVICE Requisition Number : CUSTO003979 Showing 1 location Job Details

Description

The role of the Customer Service Representative is to provide a superior level of customer service to all customers. This person must be enthusiastic, patient, and have excellent problem-solving and follow-through skills while working in a fast-paced environment.

He / She will strive to improve customer relations with every interaction whether it be with the customer, sales team, or an internal team member.

Essential Duties and Responsibilities :

• Login and answer phone calls as directed by manager
• Responds to inquiries by email and phone concerning order status, price, availability as well as the application of products, services, promotions, and programs within 1 business day
• Responsible for ensuring order entry is complete and accurate within 1 business day of receipt or as indicated by assigned deadlines
• Monitor order(s) are releasing to the Distribution Center in a timely manner
• Tracks and communicates order progress up to and including delivery to customers and / or the sales team using various system applications
• Issues and enters Return Authorizations, shipping labels, and / or credits
• Thoroughly researches customer issues, complaints and / or comments and provides complete and timely resolution
• Assist customers with navigating the website or B2B platform with the intent to promote self-service
• Understand and document customer requirements for assigned accounts
• Other duties as assigned

Education and Experience :

• High School diploma, or equivalent
• 1 3 years prior experience in Customer Service preferred
• Bi-lingual English / Spanish required when working with International Accounts

Computer Skills :

• Experience with Microsoft Outlook, Word and Excel; 10 key by touch
• Working knowledge of Dynamics AX or similar ERP software preferred

Competencies :

• Strive to continuously build knowledge and skills
• Great attention to detail
• Contributes to building a positive team spirit; asks for and offers help when needed
• Meets productivity standards; looks for ways to improve and promote quality
• Accepts responsibility for own actions; treats people with respect and consideration
• Works with integrity and upholds organizational values
• Adheres to 5.11 Policies and Procedures
• Observes safety and security procedures; reports potentially unsafe conditions to manager

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)