Customer Service Representative

Job Description

Job Description

KEY OUTCOMES (KPI’s)

1) OUTCOME : Time Management

• Prioritize tasks based on urgency.
• Avoid time wasters.
• Take initiative to help others during downtime.

2) OUTCOME : Quality / Accuracy

Complete internal and external requests and order entry with minimal errors.

3) OUTCOME : Turnaround Time

• Emails handled within 24 hours.
• Orders entered same business day.
• Service calls logged within 30 60 minutes.

4) OUTCOME : Call Response Under 5% Abandonment Rate

Average speed of answer under 30 seconds.

5) OUTCOME : Completing other tasks as assigned

6) OUTCOME : Perform Consistent with Wildman Core Values

Conduct yourself at all times and in all business interactions consistently with Wildman Core Values

CORE COMPETENCIES

Action oriented :

Taking on new opportunities and touch challenges with a sense of urgency, high energy, and enthusiasm.

Optimizes work processes :

Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Ensures Accountability :

Holding self and others accountable to meet commitments.

Drives Results :

Consistently achieving results, even under tough circumstances.

Collaborates :

Building partnerships and working collaboratively with others to meet shared objectives.

Values differences :

Recognizing the value that different perspectives and cultures bring to an organization.

Communicates effectively :

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Instills trust :

Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Demonstrates self-awareness :

Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.

Self-development :

Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Nimble learning :

Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Situational adaptability :

Adapting approach and demeanor in real time to match the shifting demands of different situations.

STRENGTHS TO BE SUCCESSFUL

• High school diploma or equivalent required, previous customer service experience recommended.
• Proven experience in a customer-based role.
• Strong written and verbal communication skills.
• Proficient with Microsoft Office Suite or related software : Outlook, Word, Excel, PowerPoint and Internet Explorer.
• Effective time management skills with a proven ability to meet deadlines.
• Good judgement with the ability to make timely and sound decisions.
• Professional presentation and demeanor.
• Predictable and reliable attendance.

PRIMARY RESPONSIBILITIES

• Take incoming customer service calls, respond to and / or resolve customer inquiries / issues / requests, create detailed relevant information and route to appropriate service department personnel for follow-up and resolution, ensure customer needs are met.
• Works closely with internal teams to solve any customer issues or concerns.
• Various reporting, tracking, and data entry functions.
• Communications to and from internal and external customers, in the form of voice, fax, mail and electronic mail.
• Help facilitate customer information between office, production, sales teams and service teams.
• Maintain familiarity with product offering and promotions.
• Maintain customer confidence and protect operations by keeping information confidential.
• Follow all policies and procedures and reporting opportunities for process improvement and to maintain proper company operations.
• Other duties as assigned.

PHYSICAL REQUIREMENTS / WORKING CONDITIONS

• Must have the ability to sit at a desk for extended periods of time.
• Manual dexterity sufficient to reach / handle items and work with hands. Frequent use of computer keyboard and mouse for typing and data entry.
• Noise level can vary from quiet to moderately noisy, depending on the environment and the number of concurrent calls.
• Often engaging in repetitive tasks such as answering similar questions and data entry.
• General work in climate-controlled environments with appropriate lighting and ventilation. Ability to maneuver throughout the facility / facilities as needed.
• Light physical activity performing non-strenuous daily activities of a primarily administrative nature.
10 days ago