Customer Service Representative
Customer Service Representative
Reports To: Operations Manager
Supervises: No supervisory responsibility
Revised: January 2022
Responsible to provide excellent customer service for all internal and external customers as well as working with sales and operations by utilizing excellent, in-depth knowledge of company products and programs.
Professionally handle incoming order requests from customers and ensure that issues are resolved both promptly and thoroughly.
Greet customers in a professional and friendly manner, direct visitors appropriately.
Responsible to coordinate with appropriate departments regarding order status, shipping dates, and product availability.
Receive and respond professionally and courteously to all customer inquiries regarding products and services, changes, customer disputes, billing question and cancellations.
Coordinate with Credit Manager to determine accounts with credit issues.
Provide timely feedback to Operations Manager regarding service failures or customer concerns.
Coordinate with Territory Managers to meet and exceed customer’s service expectations.
Answer telephones in a professional and efficient manner. Direct callers to the appropriate party and/or transfer calls to voicemail as required.
Review estimates and invoices for accuracy.
Review monthly open orders report and update management.
Maintain customers Restricted Users Product licenses.
Responsible for compiling and generating reports for management when requested.
Ensure compliance with all Federal, State and Local ordinances affecting this position.
Ensure compliance with all Company policies and programs.
Ensure timely processing of system information and proper documentation concerning inventory transactions (shipments, transfers, receipts, changes in cost/price, etc.).
Performs other related office duties as assigned by management.
May be required to work with and take direction from other members of management.
Minimum High School Diploma or GED equivalent required.
One year experience in customer service is required.
LICENSES AND CERTIFICATIONS:
SKILLS AND ABILITIES:
Strong problem solving, verbal and written communication and decision make skills.
Strong organizational skills and project management skills including the ability to work against pressing deadlines.
Must be able to research issues understanding and providing accurate information.
Ability to prioritize task and to work independently
Strong decision making and analytical abilities.
Excellent knowledge of Microsoft Office.
Standing and / or sitting for prolonged periods of time. The use of a computer and phone – Must be able to see, type, write, finger, grasp, and sit.
Communicating with internal and external customers – must be able to talk, hear, see, and comprehend.
Mobility inside the office to access filing cabinets, office machines, and supplies – must be able to move about the office space, reach, bend, and occasionally lift up to 35 pounds.
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
Work is routinely performed in office environment with occasional working with supplies stored in the warehouse.
Occasionally may be exposed to noise levels that exceed a normal threshold.
PERSONAL PROTECTIVE EQUIPMENT:
The statements herein are intended to describe the general nature and levels of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified.
Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer. Harrell’s LLC is an Equal Opportunity/Affirmative Action Employer – Protected Veterans/Disabled.
This company will provide Equal Opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, GINA, and age.
Employee Signature Date
Job Type : Full-Time
Education Level : High School
Experience Level : Entry Level
Job Function : Administrative, Customer Service