Customer Service Representative

Job Category: Customer Service and Support

Summary: The Customer Service Rep 1 (CSR1) processes orders, responds to customer inquiries via email/phone calls, processes stock adjustments and RAs for merchandise received from customers, sales reps, or company employees by performing the following duties within the scope of Quality and Brand standards.

Hourly rate: $20.00 per hour.

Location: Carlsbad, CA – FULLY ONSITE.

Schedule:

Monday-Friday 7:30am-4:00pm

Primary Responsibilities:

• Enters accurate data into computer, including general contact information, sales order, or case records.
• Communicates with customers by e-mail and determines the nature of the request. The CSR1 creates an order, case record, or VOC of the customer issue. It is then the responsibility of the CSR1 to follow through the customer’s issue until it is fully resolved.
• Investigates instances such as short shipments, mis-shipments and lost shipments and initiates credit memos, debit memos, returns, or replacements where applicable.
• Accesses computerized data to quote availability of product from inventory levels.
• Accesses computerized data to provide lead times for back-ordered products within department standards.
• Interfaces via email with management to communicate special service needs and customer requests.
• Interfaces via email with Accounting and Operations to ensure general customer satisfaction.
• Refers all sales leads, customer requests and product information requests including pricing to the appropriate Regional Sales Manager.
• Works closely with sales team members to assure prompt attention to all customer matters within each region.
• Ensures customer is aware of, and follows, the Return Policy and all other relevant procedures.
• Understands, supports, and executes all work in the established procedures, methods and working requirements.
• Implements and maintains department policies and standards.
• Assists in supporting Strategic Account partners via phone and email for all orders, inquiries, and additional requests.
• Provides reception coverage as scheduled.
• Meets assigned team and individual KPI’s/metrics for all phone calls and emails.
• Performs any other related duties as required or assigned.

Knowledge

Skills and Abilities

:

• Associate degree (A.A.) or equivalent from two-year College, technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Must always be able to demonstrate excellent customer service and courtesy skills via email.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Spanish a plus.
• Advanced written and oral communication skills; detail oriented and strong organizational skills.
• Strong ability to adapt to changing priorities, and work with a sense of urgency.
• Must be able to maintain attendance within standards established by Nice North America’s attendance policy.
• Proven ability to multi-task, set project priorities, establish department/discipline goals and objectives for self.
• Positive attitude, self-motivated and eager to succeed.

Physical Requirements:

• Required to sit, talk, or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
• Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard.
• Manual dexterity suitable for use of utilizing a computer.
• Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting.
• Ability to walk and/or climb 5% of the time comfortably, with or without…