Customer Service Representative

Department: Customer Service

Reports To: Customer Service Manager

Pay Rate: $16 - $20 per hour (non-exempt)

The Customer Service Representative is to serve as LaMotte's initial and primary contact with customers, and present LaMotte in a professional, knowledgeable, and courteous manner at all times. Principle duties include supplying basic product information, processing orders and resolving customer service problems. In circumstances where necessary, the representative is to serve as the customer's advocate within LaMotte, being certain that the Customer's viewpoint is properly presented and understood.

This position reports to the Customer Service Manager.

Monday through Friday, 8:15am – 5pm.

· Answers telephone in courteous, friendly, and professional manner and presents a favorable image of LaMotte in all communications with customers.

· Promptly accepts calls transferred, without debate.

· Responds to customers in a timely manner and always within the same day.

· Assists in answering and transferring calls when necessary.

· Maintains a pleasant tone and positive attitude in dealing with all types of customers.

· Retrieves material que reports from the shipping dept throughout the day that are ready for billing.

· Performs billing process by selecting appropriate Pack IDs’ and marking them as shipped.

· Reads and follows instructions on material que reports related to the billing process and handling of paperwork of an order.

· Ensures that all orders are billed that are shipped each day.

· Retrieves printed invoices from export printer and mails to customers.

· Pulls invoices for credit card orders and forwards them to accounting.

· Completes vouchers and returns to customers for payment when needed.

· Scans and attaches material que reports, bill of ladings, and any additional.

· Assists with maintenance of copier/fax machine.

· Helps others when problems arise.

· Communicates with the customer service manager when the machine is down, and an outside service vendor needs to be contacted.

· Enters mail, fax, and telephone orders via direct order entry.

· Sets up new customer accounts and processes orders according to terms available.

· Processes orders and follows through with all necessary information on emergency shipments.

· Enter credit card orders, obtaining authorization prior to the processing of the order.

· Maintains knowledge of computer “know-how.” Uses computer to its fullest capacity to obtain information in locating customer accounts, products, inventory stock, etc.

· Quotes pricing and availability and obtains estimated shipping cost upon request.

· Obtains ship method and cost from shipping personnel, for orders shipping to Canada, Puerto Rico, Hawaii, etc., and quotes excessive charges to customer prior to shipping order.

· Emails information as requested.

· Checks order status upon request and performs tracers when orders are late.

· Tracks lost/damaged shipments with carriers.

· Reviews customers’ claims of shortages.

· Handles return requests, issuing Return Authorization Numbers and completing return reports.

· Fills out complaint forms for any discrepancy or problem reported by our customers.

· Listens to and forwards customer viewpoints and can solve problems in promoting customer satisfaction. Completes complaint form whenever customer expresses dissatisfaction.

· Maintains a catalog/brochure file for easy access when assisting customers.

· Uses available resources to search for product specifications, discontinued and replacement products, SDS, instructions, etc.

· Maintains knowledge of various markets and products pertaining to each market.

· Assist customers in locating information on LaMotte website.

· Forwards requests to Pricing Agent and Marketing for large quantities or for pricing of products not published.

· Communicates and transfers special or unusual requests…