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Customer Service Rep

CHARLOTTE, NC 28226

Posted: 01/17/2019 Industry: Customer Service Job Number: 000004947

Customer Service Representative

Summary

The CSR will handle inbound calls and respond to customer orders, general inquiries, invoice questions, and customer concerns while projecting a professional company image through phone interaction. The CSR will partner with sales representatives to manage a defined customer base. The CSR position is critical to establishing and maintaining positive customer relationships.

Primary Responsibilities
  • Obtain and enter in accurate customer orders.
  • Handle inbound calls related to orders, inquiries, and concerns.
  • Customer notification of ready orders.
  • Take order request for samples.
  • Allocate orders to available inventory.
  • Allocate orders to production scheduling.
  • Release orders to transportation.
  • Receive and manage customer complaints.
  • Promote product sales to smaller accounts.
  • Order file management in conjunction with sales rep.
  • Follow-up on customer inquiries not immediately resolved.
  • Bi-weekly C account calls.

Knowledge and Skill Requirements
  • Minimum High School Diploma, Associates degree preferred.
  • Previous experience in call center or office environment preferred.
  • Basic computer knowledge and data entry skills with ability to learn customer service software applications.
  • Maintain product knowledge of company product line and resale items.
  • Conform to call center metrics on volume, accuracy, product knowledge, call backs, customer satisfaction.
  • Maintain professionalism on and off the phone.
  • Ability to adhere to strict work schedule.

Core Competencies
  • Customer Focused
  • Practices Active Listening
  • Computer smart and able to navigate multiple systems.
  • Reliably adheres to work schedule: Begins working on time. Keeps absences to a minimum. Schedules time off in advance.
  • Performs well under pressure and demonstrates good judgement.
  • Possess superior telephone skills: Makes a positive first impression. Communicates in a clear and courteous manner. Keeps calls brief when possible.
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