Customer Service Representative

Job Description

Description:

Position Summary:

The Customer Service Representative is responsible for providing customer interface and provides a variety of services, solutions, support, and information in a manner that builds trust, confidence, and long-term business. The customer service/inside sales representative is the primary internal customer point of contact for service, information regarding products, and customer

complaints.

ESSENTIAL JOB FUNCTIONS, DUTIES, AND RESPONSIBILITIES:

Primary owner of day-to-day relationship with high-volume B-2-B customers, ensuring timely and accurate fulfillment of orders. Coordinates all activities with those particular clients with their assigned sales representatives and keeps sales reps abreast of any issues, opportunities, and developments.

Tracks and manages larger, multi-service-center orders with multiple SKUs and multiple delivery points over several dates. Advocates for the customer to internal operations leaders.

Consult with customers to provide information about products or services, cancel accounts, or obtain details of complaints.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Remains knowledgeable and up-to-date on changes and developments in the company’s B2B infrastructures.

In addition to the benefits program, FDS also provides employees a competitive wage, career advancement, and training opportunities.Requirements:

1-3+ years of relevant experience.

Proven customer support experience

Ability to adapt/respond to multiple priorities with a calm and professional demeanor.

Excellent communication skills, including phone etiquette and active listening, and excellent note-taking.

Construction scheduling or distribution scheduling experience is strongly preferred.

The proven willingness and ability to rapidly and thoroughly learn new software, such as Microsoft products, ERP, and company-specific technology tools. Confident in one’s ability to continuously evolve with the role.

REQUIRED EDUCATION/CERTIFICATION:

High School Diploma

A two-year degree is strongly preferred

We’ve got you covered.

FDS employees give a lot, and we offer benefits that fit their needs. We provide industry-leading coverage and benefits to our people and their qualified family members, including:

Medical, Dental, and Vision coverage for Employees, Spouses, Dependents &/or entire Family

Company Paid Life Insurance and Short/Long-Term Disability Insurance

Convenient 24/7 Doctor Visits through LiveHealth Online

Legal Assistance via Legal Shield

Employee Assistance Program

Identify Theft Protection

Access Perks – Discounts on products and services with companies nationwide.

401k Retirement Program with strong company match