Customer Service Representative

In coordination with the Customer Service Manager, the Customer Service Representative is responsible for providing the necessary planning, organization, direction and control to meet the customer service goals for quality and cost effectiveness for the business.
Responsible for interpreting the general plans and policies established by the Manager of Customer Service and assuring that these objectives are used as guidelines for the day-to-day Customer Service activities of the business.
Responsible for providing support of the business’ sales and marketing organization.
In coordination with the Customer service manager, responsible for ensuring that the policies and procedures are documented and in force for the effective management and control of the business, for the protection of the company’s assets, for the protection of employees and to comply with federal, state, municipal and other laws and/or regulations.
Responsible for representing the company with customers. (And all other areas that impact the business.)

Duties & Responsibilities

Perform all necessary order entry and order processing functions as necessary
Elicit customer feedback on product satisfaction and customer future needs.
Take any reasonable action necessary to carry out responsibilities of the position, so long as such action does not deviate from established company policies and is consistent with sound business judgment.
Take incoming calls from customers regarding any orders, returns or problems and follow the form from the database utilizing the P.O. number.
Collect samples, and pictures from customers, if product has defect, for evaluation.
Responsibility to enter all inquiries in the database and distribute the information to the person assigned to answer the complaint.
Solicit sale of non-active accts as directed by management.
Follow up with customers, once complaint has been accepted and the product is being returned, and assign them Return Authorization Number.
Meet with Customer Service Manager to discuss the areas where we are experiencing problems with getting the complaints or inquiries processed in a timely manner.
Insure that every customer interaction is properly documented using the CRM software.

Effectiveness in maintaining a strong record of compliance with applicable laws, regulations, and policies affecting the company.

Experience:

The Customer service representative should have a minimum of five years experience in a customer service capacity.
Three to four years Customer Service experience.
Ability to do outbound sales.
Demonstrated proficiency in PC and general computer operations.