Customer Service Representative

Essential Duties and Responsibilities Manage incoming phone calls, emails, and other forms of communication to address the needs of our customers

Maintain a positive, empathetic, and professional attitude towards customers at all times

Process incoming quotes, orders, and returns (phone, email, fax, web, other) by entering into our ERP software, in a timely, accurate, and efficient manner

Input data from customer calls, emails, orders, etc. into the CRM system

Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency

Recommend possible products to meet the customers’ needs

Prepare reports by gathering data collected during customer interactions

Build a positive rapport and customer loyalty with new and existing customers through exemplary service

Process new customer account requests with proper and timely paperwork completion and pleasant, professional communication

Coordinate logistics of daily shipments to specific customers

Coordinate production schedule to customers

Update customers as needed with order status and confirmations

Process customer credit card payments via our ecommerce platform

Assist with any billing or shipment questions

Troubleshoot Exception Notices received from UPS by contacting customers

Submit customer requests for Certificate of Analysis, Safety Data Sheets, etc.

Collaborate with other departments to provide the best service to customers through effective teaming

Support Sales and Marketing staff as needed through CSR functions

Other duties as assigned

Required Skills and/or Abilities Exceptional interpersonal and communication skills, including active listening and clear articulation

Strong problem solving and conflict resolution skills

Proficient computer skills – Windows Office programs (Outlook, Excel, Word)
Ability to build relationships with customers, vendors, and coworkers

Excellent interpersonal, verbal, and written communication skills

Must be able to follow instructions

Strong organization and time management skills

Self-motivated and able to work independently and in a team setting

Education and Experience High School diploma or equivalent, required

Previous customer service experience in a manufacturing setting a plus

Experience with ERP and CRM software is desirable