Customer Service Representative

Job Title:

Customer Service Representative

Position Classification:
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 judgment. 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.

Must be at least 18 years of age to perform this job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Respond to customer requests and questions regarding service, product, and account information and resolve 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.
• Communicate 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.
• Correspond 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‑train 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; benchmarking 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.
• Require 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 – 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 a 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.

This description is a general statement of required major duties and responsibilities performed on a regular and continual basis. It does not exclude other duties that may be assigned.

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

Equal Employment Opportunity / Aff Datate.

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