Customer Service Representative

Summary

The Customer Service Representative (CSR), will play a crucial role in ensuring the highest level of customer satisfaction. The Customer Service Representative will be responsible for handling day-to-day customer service tasks, interacting directly with customers, and collaborating with internal teams to address inquiries and provide exceptional support.

Essential Duties and Responsibilities

1. Customer Interaction:

· Answer incoming calls addressing product questions, service/technical inquiries, and general concerns related to customer orders and products.

· Recommend products that best meet the customer's needs.

2. Order Processing:

· Process and manually input customer orders, including sample and marketing show orders.

· Maintain back order logs and status.

3. Documentation and Coordination:

· Manage all paperwork associated with orders, including export documents for international orders.

· Process Return Good Authorizations (RGAs) and credit memos, including freight claims for damaged or lost orders.

· Utilize Customer Vendor Portals for inventory maintenance, order updates, and dispute resolution for charge backs and fines.

4. Collaboration:

· Coordinate special and rush order requests with the Traffic and Warehouse Operation departments.

· Communicate with technical advisors and product management teams to stay updated on product knowledge.

5. Communication and Feedback:

· Prepare shipping and tracing information for customers as required.

· Report customer feedback and signs of dissatisfaction to management.

· Respond to customer questions and reviews

6. Additional Responsibilities:

· Perform other duties as assigned.

Qualifications

· High school diploma or GED equivalent (Associate or Bachelor’s Degree a plus).

· 2-3 years of customer service experience required.

· Work experience requiring multitasking and attention to detail.

· Demonstrated success in problem-solving and resolving client issues/concerns.

· Ability to work in a fast-paced, high-volume, and high-pressure environment, with previous experience in a call center.

· Strong interpersonal, verbal, and written communication skills.

· Computer proficiency with knowledge and experience in a Windows environment/AS400 experience is a plus.

· Ability to maintain a high level of professionalism.

· Outstanding attendance record.

$19/hr.