Customer Service Representative

Job Summary: The Customer Service Representative (CSR) is part of the Sales and Marketing team. You are responsible for establishing and maintaining profitable relationships with customers on behalf of the company by taking complete responsibility for each customer contact, and by ensuring that all customer requirements are completely met. You are also responsible for communicating customer requirements to the production team in accordance with company policies and procedures.

As the Customer Service Representative, you serve as the primary internal representative of our organization, you must convey to the customer a sense of expertise in our product. Because you will be in contact with current and prospective customers, and you are in a strong position to influence their satisfaction and our company prosperity, this position requires tact, sensitivity, professionalism, and considerable attention to detail.

Responsibilities:

• Acknowledge and appropriately greet and assist every customer in a timely manner.
• Answer multi-line telephone system. Manage telephone calls professionally, efficiently and with good communication skills.
• Transcribe accurate messages
• Screen and direct calls for management
• Attend to customer questions, complaints and concerns immediately, and facilitate satisfactory resolution.
• Enter and process customer orders in a courteous, efficient and timely manner.
• Review orders for accuracy.
• Maintain customer records by updating account information as needed
• Organize workflow to meet customer deadlines.
• Attract potential customers by effectively presenting and discussing the products and services of the company
• Familiarize yourself with company products and services so that one may make recommendations to potential clients
• Provide administrative support for special projects to include research, compiling data, and preparation of summary reports based on results.
• Understand and appropriately use the company pricing system and policies when providing quotes and estimates.
• Review estimates and pricing for accuracy.
• Compile and maintain all required paperwork, records, documents, etc.
• Maintain current filing systems
• Follow systems and procedures outlined in company manuals.
• Participate as a key team player by supporting operations as needed.
• Work with other departments within the company to ensure customer needs are met.
• Maintain departmental housekeeping standards.

Qualifications:

• High school diploma or GED equivalent
• Minimum of 1 year Customer Service experience preferred
• Must be able to work effectively and independently as part of a team
• Excellent command of the English language in both written and oral forms
• Good mathematical skills
• Moderate proficiency utilizing Microsoft Excel
• Must be able to manipulate and format spreadsheets independently
• Excellent interpersonal skills
• Ability to identify and meet customers’ needs and requirements
• Strong attention to detail
• Must be computer literate and current on new technology
• Must be hardworking, a self-starter and a problem solver
• Demonstrate excellence in organization and time management skills
• Able to perform multiple tasks efficiently
• Exceptional phone and customer service skills
• Positive and upbeat attitude

Technical Systems:

• EDI database
• SAGE inventory database
• Microsoft Office
• Plantstar database
• Multi-line telephone system

Working Conditions:

• Standing and/or sitting for prolonged periods of time – up to 8 hours or more per day.
• Appearance at all times must represent the company image.
• Occasional lifting of up to 50 lbs.
• Work area may have fluorescent lighting and air conditioning.
• Moderate to loud noise level.
• Fast-paced environment: subject to numerous priority changes and short-notice activity.

Additional Duties: This job description is not all-inclusive, and in no way states or implies that these are the only duties to be performed. You will be expected to follow any other job-related instructions and to perform other job-related duties as requested by your supervisor.

Skills: Customer Service, product knowledge quality focus, problem and conflict resolution, documentation and recordkeeping, listening, telephone skills, multi-tasking, analyzing information

Job Type: Full-time

Salary: $16.00 /hour

Job Location:

• Phoenix, AZ

Required education:

• High school or equivalent

Required experience:

• Microsoft office: 1 year
• Customer Service: 1 year
• SAGE/MAS90: 1 year
• EDI: 1 year

Required language:

• English