Customer Service Representative

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* WORK SHIFT:

** First Shift (United States of America)
Our NC facility is temperature-controlled by HVAC.
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* JOB DESCRIPTION:

** The Customer Service Representative provides excellent service to the Company’s customers utilizing phone, email, and live chat. The CSR acts as a brand ambassador for Cambro and professionally represents the brand to our customers by providing excellent customer service in every interaction.
** ESSENTIAL JOB FUNCTIONS
*** Professionally answers customer calls, emails, and chat requests regarding orders, inquires and problems/complaints.
* Fulfills a high volume of calls and emails each day with a positive demeanor, exceeding customer’s expectations.
* Proactively responds to customer questions regarding products and/or orders in an efficient and accurate manner; answers technical questions and offers general information for end users.
* Resolves customer issues regarding product availability, tracking/delivery expectations, freight damage, product shortages, or other issues in a timely manner.
* Utilizes CRM Salesforce Service Cloud to manage customer interactions, ensuring transparent communication on customer issues with team members.
* Solicits new or additional products when appropriate and offers customers options available to meet their needs.
* Assists customers with returned goods; process return authorizations.
* Works collaboratively with internal departments including production, sales, accounting, shipping, warehousing, and logistics.
* Utilizes basic freight terms (3rd party, collect, prepaid, etc.) and investigates missing or delayed shipments.
* Provides reports to support our team and customers and performs other administrative duties.
* Manages key customer accounts via web portals.
* Maintain reliable and consistent attendance, including being punctual, and dependable in order to meet the needs of the department and the organization.
* Execute each essential duty satisfactorily in order to perform job successfully.
* Follows all safety procedures required in work area, wears PPE as needed, attends all safety meetings, and reports safety issues regarding equipment or unsafe/hazardous conditions.
* Performs effectively as a team member, able to work well with others, open to receive and give feedback, and treats everyone with respect.
* Takes ownership of own work and behavior, accepts accountability for own actions, encourages solutions, and communicates status of work/projects.
* Follow all department quality standards/criteria. Raise concerns and issues to immediate manager.
* Able to understand and demonstrate Cambro company culture, display company core values (Safety, Quality, Respect, and Service).
* Understands department’s key performance indicators and contributes to achieve these goals both individually and as a team.
* Other duties as needed or required.
** ADDITIONAL RESPONSIBILITIES
*** Must be able to work overtime as needed, remain flexible and open to possible schedule changes in order to meet business needs.
** REQUIRED QUALIFICATIONS
** The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* High school diploma or equivalent and a minimum of 2-5 years working in a customer service/customer experience support center.
* Proven ability to work autonomously, prioritize and manage a rapidly changing workload.
* Ability to collaborate and communicate effectively with management, customers and distributors, with complete focus on customer service.
* Ability to adapt to change and embrace new processes and technologies.
* Ability to multi-task and perform duties in a fast-paced environment.
* Basic computer skills including Microsoft Outlook, Word, Excel and Teams.
* Knowledge of customer service software and CRM experience required;  Service Cloud experience preferred.
* Excellent communication skills, both written and oral.
* Excellent listening and problem-solving skills.
* Ability to be empathetic, positive, and upbeat in all communications.
** PREFERRED QUALIFICATIONS
*** Customer service experience in a…