Customer Service Representative

Position: CUSTOMER SERVICE REPRESENTATIVE
Summary:

The Customer Service Representative is responsible for providing excellent customer support and managing customer orders from entry through shipment and invoicing. This position supports efficient daily operations by maintaining accurate customer data, processing orders, resolving customer issues, and coordinating with internal departments to ensure timely and accurate service.

There are two schedules:
Lead CSR schedule is Monday through Friday: 7:00 am to 3:30 pm. CSR schedule is Monday through Friday: 8:30 am to 5:00 pm.

Essential Duties:

Provide excellent customer service

Answer phones and emails in a timely and professional manner

Respond promptly and professionally to customer requests while adhering to company policies and operational capabilities

Ensure precise and accurate work Adhere to the following customer service policies and procedures (not only limited to this list):

Enter customer setup data – including, but not limited to, customer contact information, ship-to and bill-to locations, tax forms, assigning sales reps, enter approved contract information, credit limits, payment terms, and pricing agreements, verify order requirements and required documentation

Manage customer orders from entry through shipment completion and invoicing/billing

Communicate clearly and in a timely manner with customers

Ensure ERP fields are completed correctly

Resolve customer complaints and product issues to maintain high satisfaction levels

Handle returns, replacements, and/or credits

Maintain customer records and documentation

Verify accuracy of invoices and shipping documents

Follow up with customers to ensure satisfaction

Work with QC on product issues

Learn and maintain a working knowledge of current and new product lines

Establish good personnel relations with external customers, internal departments, sales staff, and other employees

Utilize the ERP system proficiently and accurately

Maintain professionalism, productivity, and effective time management throughout the workday while limiting distractions and downtime

Qualifications:

Excellent attention to detail

Excellent verbal and written communication skills

Strong independent problem-solving ability

Strong computer and typing skills

Strong organizational skills

Efficiently manage time Customer-focused attitude

Strong conflict resolution and customer service skills

Ability to work independently

Competency in MS Office (Word, Excel, Outlook)
Proficiently read, write, and perform basic math skills

Must be able to understand ordinary verbal and written instructions

Language

Skills:

Must be able to read, write and speak English; bilingual in Spanish is a plus.

Certificates, Licenses, Registrations:

High school diploma or general education degree (GED) preferred; some high school education required.

Work Environment:

Work is performed in a typical office setting, but some time each day is spent in manufacturing and warehouses with the typical noises and dangers normally associated with these areas.

Subject to intense pressures from various groups and to ever changing situations regarding supply and demand.

Because of the nature of this position, knowledge that is sometimes confidential is available. Dissemination of this information is restricted and could lead to discharge.

The employee is occasionally required to work in high, precarious places; fumes or airborne particles; outdoor weather conditions.

Physical Demands:

Essential functions can require:

Standing or sitting for extended periods of time.

Use hands to touch, handle, or feel objects, tools, or controls.

Reach with hands and arms.

Talking or hearing.

Occasional walking.

Stoop; kneel; crouch.

Lifting/handling: exert up to 50 pounds occasionally; up to 20 pounds of force frequently; and/or up to 10 pounds of force constantly to move objects.

Vision: color; close; peripheral vision; depth perception; and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.
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