Customer Service Representative

Our branch in Kent, Washington has an immediate opening for Customer Service Representative, a critical role for the operations. The Customer Service Representative will be the main point of contact for assigned customers of ECCO Manufacturing and will be responsible for communicating with other ECCO Manufacturing departments to ensure an effective flow of information. The successful candidate will perform all duties in a timely and orderly fashion to the best of their abilities and with the utmost due care, integrity and professionalism.

• Make a personal commitment to consistently provide superior customer service to ECCO’s customers so they will want to do repeat business with ECCO Supply.
• Maintain good working relationship with all co-workers and ECCO employees.
• Read and comply with ECCO’s Human Resources Policies and Procedures.
• Read and comply with ECCO’s Health & Safety Policies and Procedures.
• Assist in the success of ECCO’s Safety Program with suggestions, by setting a good example, and by ensuring that safety is at the forefront of your actions while at work.

• Customer liaison and administrative assistance regarding order processing, status inquiries, customer complaints, etc. to ensure follow up is carried through to customer satisfaction.
• Follow-up orders in progress to ensure shipping dates are met, special instructions are followed; as well as contact customers when back orders are available.
• Ensure all discrepancies such as RMA’s are handled immediately.
• Complies with approval measures set in place for RMA’s and credits.
• Escalate unresolved customer grievances to Inside Sales Manager or designated departments for further investigation.
• Assist with answering questions focused on order status, product information, account status, pricing, products, or service, and refers calls and emails to appropriate staff.
• Process credits and shortages.
• Verifies customer pricing on orders against company issued quotations.
• Grow product knowledge and familiarity with products and catalog.
• Provides support and assistance to outside Territory Managers and Regional Director of Sales.
• Process accounts and incoming payments in compliance with financial policies and procedures.
• Attends weekly/monthly meetings as assigned or required.
• Occasionally participates in customer events
• Occasionally participates in inventory counting.
• Due to the dynamic nature of this Company, the duties and responsibilities may reasonably change from time to time.

• Minimum high school diploma
• 2-year degree or equivalent an asset
• Minimum of 1 year customer service experience in an office environment or call center
• 10-key by touch and typing (45/wpm)
• Ability to speak English and communicate clearly with others, bilingual an asset
• Strong organization and follow through skills
• Self-motivated and takes initiative, also a team player
• Experience using VAI an asset

Job Type: Full-time