Senior Customer Service Representative

Summary

The Senior Customer Service Representative is responsible for data management including the processing of orders. The Senior Customer Service Representative ensures that a consistent and positive company image is maintained when interacting with customers, manufacturer's representatives, and internal stakeholders. They have an elevated knowledge of the product and procedures and can serve as an advisor to the other Customer Service Representatives.

This position reports to the Sales Operations Manager and is Salary, non-exempt.

• Receive incoming phone calls, emails, and faxes and provide services that customers require.
• Enter key account orders into ERP System including recording prices, shipping information, payment information, maintain customer information and other data related to each transaction.
• Work directly with customers to resolve issues to the customer's satisfaction (within company guidelines).
• Confirm orders, update shipping status and notify customers of any backorder or delivery delays.
• Work with Sales Operations Manager to coordinate expediting of orders with other departments.
• Provide assistance and guidance to other Sales Operations team members as needed.
• Ensure that excellent customer service is provided (i.e. entering orders the same day or N.T.E. 24 hours, reviewing and replying to all emails and voice mail messages within a timely manner, responding to customers in a professional and courteous manner, etc.).
• Follow all procedures to ensure proper and consistent pricing.
• Identify specific activities required to accomplish objectives and priorities to drive desired results and meet deadlines or outside obligations.
• Assist in developing new initiatives and make recommendations for change, based on proactive and reactive business needs with a focus on improving the communication, response times and the impact to the customer and the employees in the Sales environment.
• Complete reporting requirements as requested by Sales Operations Manager as related to performance metrics or other measures that foster continuous improvement.
• Perform related work and additional duties as requested/assigned by management.

• Trustworthiness
  - We earn trust through honesty, integrity and reliability.
• Adaptable
  - We are able to maintain effectiveness in a changing environment.
• Approachable
  - We are open minded, friendly, engaging, understanding and empathetic; being comfortable engaging in challenging conversations.
• Curious
  - We improve the organization by seeking information and knowledge to continually grow and learn and reduce moments of uncertainty and ambiguity.

• High School Degree or equivalent education required
• Bachelor's Degree preferred
• 5+ years of customer service experience required
• Computer skills including Google Office Suite (Sheets, Docs, GMail)
• A passion for connection and desire to establish rapport with customers by facilitating meaningful conversations that are resolution-oriented and efficient.
• Ability to handle different types of situations, emotions and conversations driving towards suitable resolutions.
• A desire for growth and a mindset that generates long term success through adaptability and personal accountability.
• Exceptional critical and analytical problem-solving skills and a demonstrated ability to interpret a scenario, leverage resources and find an appropriate resolution.
• Comfortable learning new technology or proprietary platforms and confident navigating multiple systems simultaneously.

• Prolonged periods of standing.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 35 pounds at times.

Joyce/Dayton Corp. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of age, race, color, religion, gender, sexual orientation, national origin, disability, or veteran status.