Customer Service Representative

Job Title

Customer Service Representative

Non-Exempt - Hourly

The Customer Service Representative interacts directly with customers via telephone and e‑mail regarding orders or credit requests for products and services. Will perform clerical and accounting duties of intermediate difficulty requiring analysis, accuracy and use of judgement. Will be responsible for investigations of customer complaints and problems. This position significantly impacts the company’s ability to be competitive in the areas of sales, quality, delivery, cost and growth.

• Responds to customer requests and questions regarding service, product, and account information and resolves customer complaints through analysis and follow‑up.
• Develop processes and procedures for obtaining timely and accurate customer feedback.
• Manage the flow of shipping tickets; including copying and sending to the appropriate parties.
• Communicates orders with production control and the warehouse to help insure timely and accurate delivery, and follow up on orders shipped if requested by customer or sales force, including back orders.
• Corresponds with sales, manufacturing and quality regarding issues with received customer complaints, inquiries, orders and concerns.
• Act as back‑up to production control clerk and cross training as required, to stay current.
• Participate and encourage participation in the Continuous Significant Improvement Quality Process.
• Maintain professional and technical knowledge by attending educational workshops; benchmarks professional standards; reviewing professional publications and establishing personal networks.
• Monitor all internal systems for accuracy and compliance while ensuring the disciplines necessary to achieve company goals, strategic plans and expectations.
• Requires integrity, independent action, originality, evaluation and judgment.
• Maintain the highest level of confidentiality regarding sensitive information and/or records.
• Other duties as assigned.

• Certificate or A.A. from college or technical school.

• 1‑2 years business to business (B2B) customer service experience or training, or equivalent combination of education and experience.

• Attendance/Punctuality - Is consistently at work and on time.
• Quality - Demonstrates accuracy and thoroughness; maintains a clean and organized work environment.
• Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity.
• Safety - Observes all safety procedures and policies; reports potentially unsafe conditions to supervisor; uses equipment and materials properly.
• Able to work accurately from verbal and written instructions.

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid time off
• 401K Retirement Plan with Company Match
• Life Insurance
• Disability Programs
• Employee Assistance Program

Equal Employment Opportunity / Affiant Action / Veteran / Disability Employer