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Customer Service Rep

CHARLOTTE, NC 28226

Posted: 03/05/2019 Industry: Customer Service Job Number: 000006077

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.
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