Customer Service Representative

Job Summary:

The Customer Service Representative is responsible for providing exceptional customer service and support to clients, customers, or users of the organization's products or services. This role involves handling inquiries, resolving issues, and ensuring customer satisfaction through effective communication and problem-solving skills.

Duties/Responsibilities:

Customer Interaction:

Respond promptly to customer inquiries via phone, email, chat, or social media channels. Provide accurate and relevant information about products, services, pricing, and policies to assist customers with their inquiries. Handle customer complaints, issues, and escalations in a professional and courteous manner, striving to resolve them to the customer's satisfaction.

Order Processing and Management:

Process orders, returns, exchanges, and refunds accurately and efficiently in accordance with established policies and procedures. Coordinate with internal teams, including sales, logistics, and finance, to ensure timely and accurate order fulfillment and delivery. Monitor order status, shipment tracking, and delivery schedules to keep customers informed of their order status.

Problem Resolution:

Identify and troubleshoot customer issues, technical problems, or product defects, and provide appropriate solutions or workarounds. Escalate unresolved issues to higher-level support or management as needed and follow up to ensure timely resolution and customer satisfaction.

Customer Relationship Management:

Build and maintain positive relationships with customers by demonstrating empathy, professionalism, and responsiveness in all interactions. Proactively follow up with customers to gather feedback, address concerns, and ensure ongoing satisfaction with products or services. Identify opportunities to upsell or cross-sell additional products, services, or features based on customer needs and preferences.

Communication and Collaboration:

Communicate effectively with internal teams to relay customer feedback, issues, and trends, and collaborate on solutions to improve products or services. Provide training and guidance to other team members or departments on customer service best practices, processes, and procedures. Participate in team meetings, training sessions, and performance reviews to share insights, ideas, and feedback for continuous improvement.

Competencies:

Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Excellent organizational skills and attention to detail. Excellent time management skills with a proven ability to meet deadlines. Ability to function well in a high-paced and at times stressful environment. Proficient with Microsoft Office Suite or related software.

Education and Experience:

High School diploma or equivalent. 2-4 years of experience. Experience with AMTECH or related ERP system a plus. 2-4 years of manufacturing experience. Corrugated experience a plus

Physical Requirements:

May have prolonged periods of sitting at a desk. Must be able to lift up to 15 pounds at times.