Customer Service Representative
General Information
Functional Job Title: Customer Service Representative
Department: Customer Service
Reports to: Sales Manager
Exemption Status: Non-Exempt
Position Summary
This position’s primary responsibilities include interacting with customers in response to inquiries about products and service, works directly with Imports and Purchasing departments to address and resolve product issues, researches and analyzes product issues to present a viable solution with management approval, and runs error reports for sales and warehouse personnel.
Essential Responsibilities (80%)
- Interacts with customers to provide information in response to inquiries about products and service.
- Works with customers to resolve issues including, but not limited to:
- Damaged or defective product, shorted, over shipped or wrong product shipped
- Tracking UPS/FedEx/truckline shipments
- Issuing FedEx PRP (Package Return Program) labels, call tags and self-addressed stamped envelopes
- Mislabeled boxes
- Missed shipper deliveries
- Freight cost issues
- Issuing credits
- International customer issues.
- Assigns daily, weekly, and monthly errors to sales and warehouse personnel.
- Corrects customer address changes from carriers.
- Works with Imports and Purchasing departments to address and resolve product issues.
- Runs customer service reports as needed.
- Answer sales calls and enter sales orders as needed.
Additional Essential Responsibilities (20%)
During peak seasons, carries out general administrative duties within the inside sales department.
- Runs departmental reports, specifically, booked orders, change ship date, and monthly copier usage.
- Logs incoming customer order faxes and disseminates to appropriate sales staff.
- Distributes catalogs and magazines to sales staff.
- Maintains master forms file and ensures copies are available in forms file for sales staff use.
- Maintains department office supplies, including paper and print cartridges for fax machines and printers. Orders supplies as needed.
- Distributes credit card faxes and business licenses to appropriate accounting staff.
- Verifies company phone number with long-distance and local phone carriers monthly.
- Provides clerical support to sales management and staff.
- Maintains department files.
- Provides front desk coverage as scheduled.
- Complete any other duty or responsibility as requested or assigned.
General Competencies
- Responsive, service-oriented attitude with strong interpersonal and organizational skills; responds to various inquiries, requests, or complaints in a professional manner; demonstrates calmness under pressure.
- Proactive and collaborative with the ability to propose improvements in the way tasks are accomplished.
- Ability to adjust quickly to changing conditions and multiple priorities; detail-oriented.
- Able to work flexible schedule, extended hours, or outside normal work schedule as needed.
Functional Competencies
- Ability to read, write, and speak clearly in English; proficient with desktop/laptop/tablet computers and MS Office (Word, Excel, and Outlook).
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Proven analytical and quantitative skills; ability to think strategically and execute methodically.
- Proficiency with social media.
Education and Experience
Preferred Education: At least one year of secondary education.
Preferred Experience: A minimum of 1 years’ experience in a Customer Service or Sales role; or equivalent combination of education and experience.
Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee is frequently required to sit and occasionally may climb or balance. The employee may occasionally lift and/or move up to ten (10) pounds and occasionally lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Licenses, Professional Certifications and Other Qualifications
None required.
Supervision and Decision Making
This position has no supervisory responsibilities.
burton+BURTON is an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, reassignment, promotion, transfer, compensation, discipline, and termination. The Company prohibits discrimination, harassment, and retaliation in employment based on race; color; religion; genetic information; national origin; sex (including same sex); pregnancy, childbirth, or related medical conditions; gender; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state, or local law.
To apply please select the Apply Now Button