Customer Service Representative

Job Description

The customer service representative should have:

Effective communication skills – oral and written

Good listening skills with the ability to think critically and solve problems

Self-motivated and resourceful to be able to work independently to achieve results

Sense of urgency, attention to detail, and pride in serving the customers

Great organizational skills and ability to work effectively in a team environment for collective goals

Retail Sales Experience

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General Purpose of the Position:

The Customer Service Representative position is the company’s face to the world. In this position, the candidate must be professional, respectful, and knowledgeable. Work to earn respect from our customers and make them feel that Kalco cares about what they need from their lighting supplier and that Kalco is capable of fulfilling their needs for lighting products.

Responsible for greeting, welcoming, and assisting callers, visitors, customers, and sales representatives. The following duties are typical for this classification. Incumbents may not perform all the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and ongoing changing business practices.

Essential Functions and Responsibilities:

· Effectively answer multi-queue phone lines, forward calls, listen to and answer a voicemail, and call back customers to assist and offer service resolutions.

· Answer e-mail inquiries within 12 – 24 hours.

· Operate copier/scanning machines.

· Product Knowledge – Learn and Maintain total knowledge of Products, Processes, and Procedures.

· Answer inquiries about specific product specifications, pricing, order status, and stock availability.

· Up-sell and/or Cross-sell products when appropriate. Inform customers of any promotions to increase order size.

· Enter and/or proof daily orders entered in the ERP system.

· Run daily order acknowledgment process.

· Scan orders, packing slips, and bills of lading into the system and attach them to electronic orders in the ERP system.

· Other tasks or special projects as assigned.

· Additional responsibilities may be included and/or changed based on system enhancements/changes within the current processes and workflow including interdepartmental changes.

Job Qualifications (Knowledge, Skills, and Abilities):

· Good interpersonal/communication skills (both written and verbal)

· Ability to work effectively with other departments, customers, and vendors.

· Ability to organize and manage multiple tasks with frequent interruptions.

· Computer literate (Microsoft Word and Excel, Email, Internet, etc.)

· Bi-lingual in English and Spanish

Education and Training:

· High School diploma or equivalent.

· Minimum two years of Call Center or Customer Service experience in a fast-paced environment.

· Sage 100 Mas 90 experience preferred.

Material and Equipment Directly used:

Computer/printer/copier/telephone/scanner.

Working Environment/Physical Activities:

· Approximately 95% of the job function is performed in an office setting, sitting behind a desk performing tasks on a computer.

· Working hours are subject to change between 7 AM and 5 PM PST.