Customer Service Representative

Position Title:

Customer Service Representative

Report To:

Customer Service Manager

-Non Exempt Position

Summary:

Assist both internal and external customers with product information and order fulfillment.

Education/Experience

High school diploma or general education degree (GED); and at least one-year related experience and/or training; or equivalent combination of education and experience.

Essential Job Responsibilities:

• Talks with customers by phone or in person and receives orders for processing through the fax, mail, phone, or computer. Must be familiar with basic keyboarding.


• Assists customers with pricing, shipping, and freight information.


• Follow-up with customers on order information; meets commitments.


• Manage customer service situations, may require handling difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance, i.e., pricing, shipping, and freight information, etc.


• Prepare necessary paperwork for orders, i.e., export documentation, RGA's, orders for out-sourced items.


• Occasionally promotes sales of products.


• Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.


• Is consistently at work and on time; ensures work responsibilities are covered when absent.


• Arrives at meetings and appointments on time.


• Prioritize and plans work activities; uses time efficiently, demonstrates accuracy and thoroughness. Balance team and individual responsibilities.


• Assist all necessary departments with demands needs, inventory adjustments, etc.


• Ability to maintain confidentiality.


• Other duties as assigned.

Supervision

Received: Work with minimal supervision.

Given: None

Other Skills:

Communication Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. May need to apply concepts of basic algebra and geometry.
Reasoning Ability:

Able to define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of MAPICS or other order processing software, Outlook, Internet, and Microsoft Word or other word processing software along with basic keyboarding skills.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


• While performing the duties of the job, the employee is regularly required to talk or hear, sit, use hands to finger, handle or feel and reach with hands and arms.


• The employee is occasionally required to stand, walk; climb or balance and stoop, kneel, crouch, or crawl.


• The employee must occasionally lift and/or move up to 10 pounds.


• Specific vision abilities required by this job include close vision; distance vision; color vision; peripheral vision; depth perception; ability to adjust focus.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.


• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


• Occasional trips made to outside buildings.

Noise level: Moderate

Additional Information:

Responsible for safety and cleanliness of own area. Steel-toed shoes and safety glasses are required in some areas.

EEO/Minorities/Females/Disabled/Veterans

(This description is not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the position. It is, instead, a description of the essential elements of the position that are needed for recruitment, placement, orientation, training, competency and performance management, classification, compensation determination, and other Human Resource actions.)

Education / Experience:

High school diploma or general education degree (GED); and at least one year related experience and/or training; or equivalent combination of education and experience.

Communication Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. May need to apply concepts of basic algebra and geometry.

Reasoning Ability:

Able to define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of MAPICS or other order processing software, Outlook, Internet, and Microsoft Word or other word processing software along with basic keyboarding skills.

Other Skills:

Prefer bi-lingual languages

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to talk or hear, sit, use hands to finger, handle or feel and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by this job include: close vision; distance vision; color vision; peripheral vision; depth perception; ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Occasional trips made to out buildings.

Noise level: Moderate

Additional Information:

Generally responsible for safety and cleanliness of own area. Steel-toed shoes and safety glasses required in some areas.

(This description is not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the position. It is, instead, a description of the essential elements of the position that are needed for recruitment, placement, orientation, training, competency and performance management, classification, compensation determination and other Human Resource actions.)

EEO/Minorities/Females/Disabled/Veterans