Job Description
The Customer Service/Administrative Representative will be responsible for handling customer inquiries of all types and also for administrative functions essential to business operations. The role will serve as a primary point of contact for customers, addressing inquiries, developing quotes, providing technical assistance, and generally taking care of any / all customer needs. The role will also compile and analyze data, and process information and documents related to a wide variety of administrative functions including freight, sales tax, accounting, quality, and other aspects of operations.
- Handles all aspects of customer service and sales inquiries. Provides technical assistance, pricing, quoting, and service after the sale. Answers phone calls, email and works with other customer service agents to support customers promptly and accurately.
- Reviews freight bills vs expected amounts, manages corrections with the carriers and approves freight bills for payment and communicates same to Manager.
- Assist with customer calls or carrier emails regarding issues with shipment delivery and communicate with the carrier or customer on resolution.
- Collects data for freight claims and provides information to the Manager for approval.
- Review all tax exemption documentation uploaded by the customer and request correct documentation if needed. Also review tax exemption sync with Tax collection software and correct any issues prior to taxes being filed.
- Report customer complaints to the team for review to improve website design, service offerings, and customer satisfaction.
- Assists with responses and resolution of customer issues and complaints as well as tracking the responses to resolution.
- Ensures on time deliveries through coordination with production schedules and OTD reports. Addresses issues and participates in problem solving when late orders occur.
- Answers / manages phone calls, voice mails, emails, and other communications to achieve call wait and callback goals. Fields customer inquiries and responds to / manages same.
- Identify and assess customer needs to achieve satisfaction.
- Build sustainable relationships with customer accounts through open and interactive communication.
- Troubleshoot and investigate customer inquiries or complaints.
- Ensure excellent service standards and maintain high customer satisfaction.
- Participates in the daily management process every day. As for all team members, this role also tracks / plots data as assigned and assists with problem solving initiatives as assigned.
- Supports and fully participates in the company’s continuous improvement processes. “Follows and Lives” the company’s stated values.
- Flexibility to work extended hours and overtime as required to support inquiries Nationwide
- Other duties and projects as may be assigned.
PROFESSIONAL COMPETENCIES
- AS degree in related field or relevant work experience in manufacturing / ERP environment.
- A minimum of 3 years’ work experience in a customer service role required.
- High proficiency in Microsoft Office suite required. ERP and data entry experience preferred.
- Self-motivated, high-energy level and a “willingness to go the extra mile”.
- Strong follow-through skills to complete tasks “on time” and accurately.
- Excellent communication skills and a positive attitude.
- Strong problem-solving abilities.
- Patience and empathy.
- Ability to multitask and prioritize effectively.
- Quick learner who pays attention to detail.
PHYSICAL DEMANDS/SAFETY REQUIREMENTS
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Extensive time spent sitting at a desk typing and speaking on phone.
- Ability to work in a high stress, fast paced environment.
- Periodically subject to construction or warehouse environments.
- Adheres to Acoustical Solutions Health & Safety manual.
- Attends all company safety meetings.
- Ability to lift 25 pounds.
- Wears appropriate PPE when required.