Customer Service Representative

OVERVIEW

We are seeking a full-time Customer Service Representative to communicate with customers daily via email and phone call, inquiry replies, process urgent orders and samples, coordination with warehouse, involved with various systems for data entry, resolve issues, assist inquiries from internal customer sales team, logistics, accounting, marketing and external customers.

REPORTS TO

Customer Service Manager

LOCATION

This is an on-site position based in Union City, California

RESPONSIBILITIES

Interface with customers via phone, email and in person to provide overall customer satisfaction. Accurate and timely processing of customer orders to ensure satisfaction. Promptly respond to customer inquiries regarding product, service and account. Handle and resolve customer complaints in a professional manner. Obtain and evaluate all relevant information to handle product inquiries. Provide pricing, service and delivery information to customers in a timely manner. Regular and accurate maintenance of customer account information in database. Direct communication with sales representatives to provide accurate information regarding samples, customer orders and inventory levels. Strong time management skills to meet team and individual deadlines. Record details of customer interactions in Salesforce for future reference by the CS Department or other departments within the company. Follow up within 24 hours of all customer requests. Work cross functionally to provide necessary customer information and assistance to Regional Sales Managers, and sales reps. Flexibility to adjust and adapt to meeting customer needs as well as internal requirements. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Provides timely and accurate information to incoming customer order status and product knowledge requests. Processes customer orders/changes/returns according to established department policies and procedures. Works closely with the credit department to resolve disputed credit items. Provides timely feedback to the company regarding service failures or customer concerns. Partners with the sales team to meet and exceed customer's service expectations.

KNOWLEDGE/EXPERIENCE

High school diploma or equivalent required, college degree preferred Minimum of 2-3 years of previous B2B customer service or Call Center experience desired Minimum 2-3 years experience with data entry. Must have experience working in a team environment and meeting deadlines Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice Knowledge of using ERP programs for order processing and data gathering, preferred experience with NetSuite, Salesforce. Proficiency with computers and experience with shipping company (UPS, FedEx, LTL carriers etc.) Demonstrate strong attention to detail to ensure accuracy of orders and overall customer satisfaction. Organized, flexible, able to follow instructions and receive feedback. Exercises good judgment within defined procedures and practices to determine appropriate actions and problem solve as needed. Ability to ask prying questions and diffuse tense situations Strong time management and decision-making skills Adaptability and accountability Fluency in multiple languages may be desired Apply Now SW® specializes in manufacturing, R D, and hand health technologies to provide premium hand protection products that enhance worker performance. We are committed to being responsible corporate citizens with a global footprint. We believe being a responsible company begins with sustainable management practices. Please reference the applicable job title within the subject line of your correspondence. Qualified candidates may apply for open positions by e-mailing their resumes to hr1@swssglobal.com.