Customer Service Representative

Job Description

Job DescriptionSalary:

Cover Letter REQUIRED - Resumes will not be considered without a cover letter.

Position Summary: Competent and skilled in customer service and some accounts receivable processes. Strong communication, organizational and interpersonal skills, and positive attitude. High attention to detail, work independently and as a team. Adept at working within the ISO9001:2015 quality system as it relates to job function. Proficient in Macola, Word, Excel, Outlook and has a professional email and telephone etiquette. Reports to Customer Service Supervisor.

Principal Duties and Responsibilities:

Courteously receive orders from telephone, web, mail, fax, EDI, and email

Emphasize service and promote positive customer service in every customer encounter

Receive all incoming calls, emails, and faxes and redirect to appropriate person or department

Accurately respond to inquiries regarding pricing, availability, delivery dates and package tracking

Order Entry

Custom Order Entry

EDI Order Entry

Create RMAs

Create Quotes

Update and maintain customer information

Ability to recognize and complete export documents and forms for shipments

Provide website support for printing Product Specification Sheets and GHS/SDS

Process courier claims

Work with Customer Service Supervisor to create and maintain ISO work instructions

Participate in computer software development as needed

Recommend corrective services to adjust for internal or external customer complaints

Welcome visitors

Proficient in Macola, Word, Outlook, other third party software, and have a professional email etiquette

Professional phone skills

Assist in training new employees

Train and record training dates in Reliance Quality software in a timely manner

Show initiative to learn new processes

Other duties as assigned

Education and Experience Requirements: High school diploma or equivalent, minimum of two years related work experience, and experience in order processing.

Skills, Knowledge and Abilities Requirements: Excellent word processing skills, excellent interpersonal communication skills, documentation skills, listening skills, friendly and professional phone skills, resolving conflict, ability to multitask, patience, positive attitude, high attention to detail, people oriented, organizational skills, adaptability, ability to work under pressure, work independently and as a team, good computer knowledge and skills, and ability to communicate with customers of many languages.

Physical Effort and Dexterity Requirements:

Mobility Factors: Sitting - 88%, Walking - 10%, Bending/Reaching - 2%

Visual Acuity, Hearing, and Speaking: Normal vision with color perception, normal hearing, and clear speech

Environmental Conditions: Normal fluctuations in heat and air conditioning.

Please note:

Position is located in West Grove, Southern Chester County, Pennsylvania.

Full time onsite.