The customer service representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Provides timely and accurate information to incoming customer order status and product knowledge requests.
Processes customer orders/changes/returns according to established department policies and procedures.
Works closely with the credit department to resolve disputed credit items.
Provides timely feedback to the company regarding service failures or customer concerns.
Informs customers of unit prices, shipping date, anticipated delays and any additional information needed by the customer.
Records or files copy of orders received.
Follows up on orders to ensure delivery by specified dates.
Monitors production order schedules and expedites delivery per customer requests.
Checks shipping orders to ensure they are accurate with regard to quantity shipped - this is done by comparing shipping documents with computer-generated reports.
Specifies if special labeling is required for shipment and in some instances supplies to the shipping department.
Receives and checks customer complaints.
Confers with production, shipping, warehouse or common carrier personnel to expedite or trace missing or delayed shipments.
Maintains customer name and address database.
Serves as liaison with manufacturing, engineering and shipping personnel.
Partners with other departments, as necessary to meet and exceed customer’s service expectations.
This job has no supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
Continuous Learning - Seeks feedback to improve performance.
Job Knowledge - Exhibits ability to learn and apply new skills; requires minimal supervision.
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.
Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
Conflict Resolution - Keeps emotions under control.
Diversity - Shows respect and sensitivity for cultural differences.
Empire is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.