Customer Service Representative

The Customer Serivce Representative interviews customers and records interview information into computer for customer service by performing the following duties.

Scheudle : Monday – Friday 8:00 AM – 4:30 PM

Essential Duties and Responsibilities:

• Interact directly with customers either by telephone, electronically or face to face

• Respond promptly to customer inquiries

• Handle and resolve customer complaints in a timely and professional manner

• Process orders and returns

• Direct requests and unresolved issues to the designated resource

• Communicate and coordinate with internal departments

• Provide excellent follow-up on customer concerns and inquiries

• Develop and accomplish a region lead generation plan

• Identify the decision makers amongst the targeted leads in order to start the sales process

• Capture accurate and complete information in Customer Management system (CRM)

• Upsell by emphasizing product features and benefits, quoting prices, and preparing sales reports

• Release all orders for next day delivery to the warehouse.

• Route special requests

• Move all orders that are under minimum to the next delivery day unless there are special instructions

• Solicit sale of new or additional products and services

• Review film to resolve issues such as mis-picks or shortages

Minimum Qualifications:

• High school diploma or equivalent

• Strong problem-solving and critical thinking skills; resourceful

• Excellent interpersonal and communication skills, both verbal and written

• Customer-focused/service-oriented; able to see big picture and impact on company

• Strong computer skills including knowledge of Microsoft Excel, Word, and Outlook (or other email experience)

• Detail-oriented; demonstrates accuracy and thoroughness; looks for ways to improve and promote quality

• Team-oriented; contributes to building a positive team spirit and morale

• Self-starting and motivated with the ability to work independently and take initiative

• Excellent time-management and follow-up skills

• Professional demeanor

• At least one year of related experience is preferred