Customer Service Rep

GENERAL SUMMARY OF POSITION The Customer Service Representative (CSR) is an indirect labor support position, reporting to the Distribution Supervisor. The Customer Service Representative (CSR) is primarily responsible for assisting internal and external customers by effectively processing orders to ensure the highest level of customer satisfaction. This includes retrieving, reviewing and approving electronic customer orders (EDI), assisting in maintaining the customer service inboxes and assisting customers on the phone.

ESSENTIAL DUTIES and RESPONSIBILITIES
• Maintain high customer service levels through timely and accurate price quotes, status updates, order verifications, and other communications as needed.
• Pro-Actively retrieve, review and enter orders into the order system in a detailed and accurate manner.
• Effectively be able to understand and detail each order’s specifications and requirements, including pricing, shipping methods, required shipping labels and documentation.
• Be able to understand and correctly process government orders and routing.
• Notify supervisors of any product shortages.
• Generate shipping documents as needed due to customer specifications, including non-standard Bills of Lading, special routing, and government labels if required by customer specifications.
• Work with Customer Service and Distribution team and be cross trained as a backup to processes to assist in any functions as needed.
• Perform all other duties as required and assigned.

EXPECTATIONS FOR ALL EMPLOYEESSupport the organization's mission, vision, and values by exhibiting the following behaviors: excellence and competence, collaboration, innovation, honesty, respect for others, commitment to our community, and accountability and ownership.

EDUCATION and/or EXPERIENCE
• High School diploma and/or an associate’s degree is preferred.
• 2-5 years of related experience is preferred.
• A suitable combination of education and experience may be considered.

SKILLS
• Must be able to organize, prioritize and carry out workload with minimal supervision
• Must exhibit excellent attention to detail and accuracy
• Must practice proactive follow up and follow through
• Ability to read, comprehend instructions and correspondence and follow requirements
• Effectively present information to customers, clients, and other employees of the organization in a professional manner at all times.
• Must have basic math skills.
• Must be computer literate and familiar with Microsoft Office Suite products and be able to operate basic office equipment.
• Ability to apply common sense understanding to carry out detailed written or oral instruction.
• Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS
• Individuals may need to sit, stand, or walk for long periods throughout the day.
• Must be able to reach above shoulder height, below the waist, or lift as required to file documents or store materials throughout the workday. Proper lifting techniques are required.
• Must be able to lift up to 20 lbs
• Vision must be correctable to view computer screens for long periods of time and easily perform all of the above tasks. Reasonable accommodations will be made to enable blind individuals to perform the essential functions.

Reasonable accommodations may be made to enable blind individuals to perform essential functions.