Customer Service Representative

Job summary

Summary of essential job functions and minimum requirements:

Customer Focus

Communicate with customers to include and not limited to the following either by phone, fax, electronically:

Products and Services offered

Form, Fit and Function

Order(s)

Returns

Pricing

Freight quotes

Respond promptly to customer inquires

Handle and resolve customer complaints

Perform customer verification

Process requests and orders promptly

Direct requests and unresolved issues to designated personnel

Communicate and coordinate with other departments

Provide follow up on customer interactions to

Maintain proper records and files on customers and orders

Recommend Continuous Improvements for Customer Service Functions

Recommend process for improvements

Maintain a friendly helpful attitude with external and internal customers

Continually improving professional and interpersonal skills

Keeping focused on customers’ expectations and profitability of company

Being proactive in addressing issues

System Updates & Maintenance – IQ

Maintenance of Customer

Contacts

Address

Phone and Fax numbers

Email

Pricing

Accounting Functions – Record Retention

Maintain a proper record:

Orders

Pack Slips

Invoices

Returns

Credits

Receipts and approval of freight bills

Invoicing

Administrative Functions

Provide on the job training for new employees

Surveys

Forecasting

5. Knowledge and Skills Requirements

Minimum of three (3) years experience as Customer Service Representative

Understands Custom Products and Development process

Private Label experience

Large Box DIY Retailers experience

Master and Tiered Distributors experience

Detail oriented and problem solver

Basic reading, writing, and arithmetic and phone etiquette skills required. This is normally acquired through a high school diploma or equivalent. Is able to communicate clearly, both written and in speech.

Computer literate with the ability to learn customer service software applications. Duties require professional verbal and written communication skills and the ability to type 30 wpm. This is normally acquired through one to three years of office experience.

Multi-task oriented. Excellent communication skills and problem solving abilities. High school diploma or general education degree experience. Must have a valid driver's license and pass all security and background checks.

Wants to delight customers, above and beyond the call of duty

Has empathy for the customers situation

Has a "thick skin" and is able to handle complaints, even when handling unpleasant customers

Works accurate and with eye for detail

Approaches matters in the best interest of both customer and company

Is able to use automated information systems to analyze the customers situation

Is able to suggest improvements to the various communications by the company (eg. website, FAQ, etc)

Has a pleasant, friendly style

Is willing to build a long-term relationship with the customer (not a "job-hopper")

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.