Job Description
Job DescriptionDescriptionThe Customer Service Representative will work to provide outstanding customer service that exceeds customers’ expectations while receiving, investigating and responding to all customer inquiries, orders, shipments, products and concerns. This individual will actively listen to customer service issues and then offer a unique and innovative solution to each problem. The Customer Service Representative will work to maintain a strong command of company customer service policies and be well-versed in product knowledge.
Key Responsibilities
- Answer incoming customer calls and emails regarding pricing, availability, products, service questions, and general client concerns.
- Respond to customer concerns that drive overall satisfaction with products and services.
- Update customer information in database during and/or after each interaction.
- Receive and enter phone, fax and emailed orders; ensure accuracy of sales orders.
- Inform customer of unit prices, shipping date, anticipated delays and any additional information needed by the customer.
- Anticipate and understand customer needs by responding to their signals; advise and recommend solutions based on those needs.
- Advise customer(s) of discounts available and inquire if they would like to take advantage of the discount by adding on to the order.
- Follow up on orders to ensure delivery by specified dates.
- Deliver a consistently high level of customer service while talking with customers by phone concerning orders, shipments, and products.
- Connect with each customer in a meaningful way; personalizing the process to focus on the customer experience; serve as a liaison and advocate between the customer and the organization.
- Proactively ask for direct customer feedback; immediately address any issue and share learning across the entire department.
- Own responsibility to create highly satisfied customers.
- Proactively interface with internal departments (Engineering, Supply Chain, Production, Marketing, and Shipping) to resolve issues and provide solutions for customer.
- Work with management team to stay updated on product knowledge and be informed of any changes in company policies.
- Performs other related duties as assigned by management.
Supervisory Responsibilities: This position has no supervisory responsibility.
Skills, Knowledge and Expertise
- Firm commitment to excellence and high standards
- Computer skills required: Microsoft Office programs including Word, Excel, Outlook and PowerPoint; and experience with SAP, preferred
- Excellent organizational skills to effectively prioritize duties and responsibilities; strong attention to detail; flexible
- Self-motivated, resourceful and adaptable; able to work independently within team focused environment
- Strong understanding of how to create highly satisfied customers; firm commitment to customer service excellence in all circumstances
- Strong verbal, written, and grammatical skills including using tone to maximize the customer experience
- Strong ability to effectively present information in one-on-one situations to customers and co-workers
- Must be proficient in problem solving, process analysis; capacity to troubleshoot and correct problems in high-pressure situations
- Ability to listen attentively and to communicate information clearly and effectively
- Interpersonal savvy; able to collaborate and work closely with other departments and leadership
- Excellent time-management skills with demonstrated ability to manage multiple projects at a time while meeting deadlines
- Detail oriented and highly organized with the ability to prioritize duties and responsibilities
- Ability to follow established policies and procedures