Customer Service Representative - Temp
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POST DATE 9/17/2016
END DATE 10/17/2016
JOB DESCRIPTIONCustomer Service Representatives will serve customers; managing relationships with a given team. The CSR will service inquiries, resolve customer complaints and proactively manage customer needs. This is a temp to hire position.
1.Managing Customers and their needs. This will include the following duties:
*Service incoming customer requests and address issues via phone, email, chat, written communication and personal contact in a manner allowing the team to achieve its service goals.
*Effectively follows up on commitments to customers and internal constituents; meeting internal service levels
*Has knowledge of product lines, pricing, delivery time and marketing initiatives.
*Maintains liaison with other departments for order completion
*Resolves complaints and issues in a timely fashion.
*Processes received orders in a timely fashion
*Maintains customer records in various sources such as SAP and Salesforce.
*Provides help desk support when customers require help with our customer facing tools and resources.
*Contributes to team effort by accomplishing related results as needed.
*Provide feedback to improve internal processes and the customer experience
2.Manage orders which includes entering orders, questions, expedites, and follow-ups on rush orders.
*Processes received orders in a timely fashion
*Completes orders for products as necessary
*Completes orders for literature and document information as necessary
*Participate in improvement teams
*Provide feedback on improvement opportunities
*Testing of new systems and capabilities
*Other duties as assigned
This job has no supervisor responsibilities
Education and/or Experience High school degree or equivalent required. 2 years related work experience required. Associates degree preferred.
Language Skills Ability to read and comprehend English required. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Other languages such as Spanish are desired.
Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
Computer Skills Must have proficient working knowledge of general personal computer programs including e-mail, Microsoft Word, and Microsoft Excel.
Certificates, Licenses, Registrations No special requirements.
Other Skills and Abilities Must have excellent written and oral communication skills.
Key Working Relationships and Communications Internally, this position has daily contact with production regarding the scheduling of orders, with the shipping department regarding tracking issues, and with the order entry supervisors regarding rush orders and special needs. This position also has internal contact on a weekly basis with the returns department personnel regarding the follow through on returned orders.
Externally, this position has constant daily contact with customers.
Physical Demands While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Supervision Received Under direction where definite objectives are established requiring the use of a wide range of procedures and the employee plans and arranges own work, referring only unusual cases to supervisor or others.
Errors Probable errors may be serious, involving losses such as improper costs, failure to take discounts, overpayment, loss or holding up of production, waste of material, damage to equipment, etc. Effect usually confined within the company. Most of the work not directly verified or checked.
Confidential Data Work with some confidential data where the effect of any disclosure would probably be negligible or where the full import is not apparent in the routines performed.
Experience This position requires a minimum level of experience in customer service of 2 years
Equal Opportunity Employer Minorities/Women/Veterans/Disabled