Customer Service Representative

Responsibilities

• Provides telephonic customer service and assistance
• Communicates directly with customers and assists in resolving problems
• Records information and processes files to ensure appropriate documentation is maintained
• Supports Empire sales representatives by researching products, customer history, pricing, and account information
• Processes all necessary paperwork and correspondence to establish and maintain customer accounts
• Performs electronic entry and maintenance of customer account information within company systems
• Communicates with customers by phone, email, and in person to receive and process orders, answer product, pricing, delivery, and account-related inquiries, and resolve customer concerns
• Maintains control and processes actions involving order voids, return orders, call backs, check remotes, and invoices not routed
• Maintains files and records for customer documentation, correspondence, and account activity
• Completes paperwork for order pickups, no-charges, credits, routine product orders, and other customer service transactions
• Updates customer files and information as needed to ensure accuracy
• Addresses customer complaints concerning billing, product availability, deliveries, or services rendered
• Refers service failures and unresolved customer concerns to the appropriate sales representative or manager
• Assists with daily, weekly, and monthly reports and distribution
• Utilizes Microsoft Office applications, SAP, camera systems, and other company software to perform job duties efficiently
• Maintains confidentiality of customer and company information
• Performs other duties and special projects as assigned by the Customer Service Manager or Company Leadership

• High school diploma or general education degree (GED)
• one to three months related experience and/or training
• equivalent combination of education and experience
• knowledge of Spreadsheet software
• knowledge of Word Processing software
• ability to navigate SAP software
• familiarity with Pro Diver business intelligence software

Demonstrates strong customer service skills through effective communication and problem resolution, while maintaining accurate documentation and utilizing various software tools to support account management and reporting.

• SAP
• Microsoft Office
• Pro Diver Business Intelligence Software