A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Overview The Customer Service Representative serves as a primary point of contact for customers and supports accurate order processing, timely communication, and overall customer satisfaction. This position coordinates with Production, Shipping, Quality, Sales, and other departments to provide customers with accurate information and resolve order or service concerns.
Responsibilities Customer Communication:
Respond to customer inquiries by telephone, email, chat, or in person in a professional and timely manner.
Order Processing:
Accurately enter, review, update, and process customer orders according to established procedures.
Order Status Updates:
Communicate product availability, production status, shipment details, delays, and other order-related updates to customers.
Product and Service Information:
Provide accurate information regarding company products, services, pricing, policies, procedures, and order requirements.
Customer Issue Resolution:
Address customer questions, complaints, and concerns and work toward timely and professional resolutions.
Returns and Account Support:
Process authorized returns, refunds, exchanges, credits, and customer account updates according to company policies.
Cross-Functional Coordination:
Work with Production, Shipping, Warehouse, Quality, Sales, and other departments to obtain information and resolve customer concerns.
Customer Records:
Maintain accurate and detailed records of customer communications, orders, transactions, complaints, and resolutions.
Issue Escalation:
Escalate complex customer, product, quality, billing, or delivery issues to the appropriate department or manager when necessary.
Customer Follow-Up:
Follow up with customers to confirm that questions or concerns have been addressed satisfactorily.
Performance Standards:
Meet established expectations for response time, order accuracy, communication quality, customer satisfaction, and issue resolution.
Team Collaboration:
Collaborate with coworkers and other departments to improve communication, order processing, and the overall customer experience.
Product Knowledge:
Stay informed about company products, services, procedures, production capabilities, and business updates.
Confidentiality:
Protect confidential customer, pricing, order, account, and company information according to established policies.
Experience Customer Service:
Ability to provide professional, responsive, and courteous support to customers.
Communication:
Strong verbal and written communication skills, including the ability to explain information clearly and professionally.
Order Processing:
Ability to accurately enter, review, update, and track customer orders and related documentation.
Problem-Solving:
Ability to identify customer concerns, gather relevant information, and determine appropriate solutions or escalation steps.
Conflict Resolution:
Ability to remain calm and professional when handling complaints, difficult conversations, or time-sensitive concerns. Attention to
Detail:
Ability to accurately review customer information, product details, quantities, pricing, shipping information, and order documentation.
Organization:
Ability to manage multiple customer requests, orders, deadlines, and follow-up activities.
Technology Skills:
Proficiency with computer systems, customer relationship management software, order-processing systems, email, and Microsoft Office applications.
Multitasking:
Ability to move between telephone calls, electronic communications, order entry, documentation, and departmental coordination in a fast-paced environment.
Teamwork:
Ability to work independently while collaborating effectively with customers, coworkers, and other departments.
Customer Focus:
Positive attitude and demonstrated commitment to customer satisfaction, accuracy, and professional service.
Education & Experience:
High school diploma or equivalent required Previous experience in customer service, call center operations, retail, order processing, sales support, or administrative work preferred. This is a position that requires long periods of sitting, using your hands and arms all day long.
Pay:
$25.00 - $30.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance
