Customer Service Support​/Clerical

POSITION SUMMARY

POSITION SUMMARY
:
The Clerical/Customer Service Assistant ensures that customers and employees receive courteous and prompt services according to company policy in person, over the phone, and via email. The Clerical/Customer Service Assistant plays a key role in meeting professional customer service expectations for our clients, prospects and vendors. The Clerical/Customer Service Assistant is a critical player in delivering exceptional clerical and customer service in handling administrative functions to keep the office fully functioning and effectively supporting our clients and employees.

Major Job Objective

What’s Expected

• Answer, screen, and transfer calls on a multi-line phone system.
• Communicate with callers in a professional, friendly, and efficient manner, striving to minimize hold time.
• Take thorough messages, indicating the caller’s name, company name, the time, and the message in detail.
• Provide information to callers who have general inquiries.
• Act as the first point of contact for all clients and visitors providing a professional and friendly service as well as delivering an exceptional first impression.
• Ensure security measures are taken and the visitors log is completed according to company policy.
• Receive, sort, and forward incoming mail. Maintain and route publications.
• Coordinate the pick-up and delivery of express mail services (Fed Ex, UPS, etc.).
• Assist in ordering, receiving, stocking and distribute office supplies.
• Prepare and distribute Late/Absence reports daily.
• Schedule and prepare conference room(s) for meetings, luncheons, and special events.
• Assist with other related clerical duties such as photocopying, scanning, faxing, filing and collating.

• Accounting Services Support:
  Process accounts payable invoices and payment receipts; match Accounts Receivable invoices and payment receipts; posts receipts to Great Plains Accounting System; files in date/alpha order, date stamps, and keeps files up to date in a secure place.

• Customer Services:
  Support the sales team to meet and exceed customer’s service expectations.
• Ensure visitors sign in and out at reception area and understand company’s security policy as stated at entrance.
• Answer and distribute customer inquiries via phone and email.
• Prepare samples and company “swag” for mailing per customer request.
• Process incoming orders utilizing the Great Plains (GP) system.
• Troubleshoot customer complaints and provide effective resolutions to ensure customer satisfaction and retention.
• Process customer orders/changes/returns according to established department policies and procedures.
• Prepare and/or distribute timely, accurate information about incoming customer order status.

• Food Safety & Quality/Legal Requirements:
  Comply with all food safety, quality, and legal requirements written in each SOP pertaining to job duties.
• Report any infractions of Food Safety, Quality, or Legality to supervisor.
• Follow personal hygiene practices as documented.

• Handle additional projects as assigned
• Maintain confidentiality and dispose of sensitive information properly

• Proficient in Microsoft products
• Customer/Client Focus
• Problem Solving/Analysis
• Time Management
• Teamwork Orientation
• Technical Capacity

• High School Diploma (Associate’s Degree or Business School Preferred)

• Customer Service Experience
• Computer Experience

This position has no supervisory responsibilities.

Computer, copy machine, fax machine, laptop, slide projector, printer, Nortel phone system

Normal office conditions apply. Employee must have clear, close vision for reading and computer work. Must be able to sit, stand, walk, balance, stoop, grasp, talk, hear and operate computer keyboard. Job may require reaching at shoulder level and below waist. Will occasionally lift/push/pull up to 20 pound and carry objects. This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 4:30 p.m.