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Customer Service Rep

Position Purpose & Summary:
Ensure all customers, sales and related internal departments receive a high quality level of service and support through knowledge of product, process and systems as part of a cooperative team environment.

 Strive to find solutions that satisfy customer, sales and company goals.

Principal Accountabilities:
85%   Responsible for developing meaningful relationships with customers, sales and other departments to proactively inform, guide and provide solutions building a solid team and loyal customers from customer order to invoice settlement.

  Customer Service holds a key role in the business handling a variety of customer facing activities:
• Receive/enter/monitor customer orders, returns and credits
• Follow-up with pricing, credit, quality assurance, transportation, warehousing and supply chain
• Monitor various reports to properly maintain orders, returns, complaints, contracts, forecast, etc.

  
• Ensure timely resolution of customer complaints and capture associated costs
• Maintain customer accounts and update requirements as needed 
• Customer contract knowledge and maintenance
• Participate in obtaining forecast information and Demand Planning solutions 
• Accounts Receivable:  Short pays/Open Invoices - Monitor, investigate and provide solutions to customer/company
• Acquire product application knowledge
• Provide new product information to encourage sales
   
5% Maintain and analyze metrics to identify and drive opportunities for continuous improvement.

5% Special projects to promote/drive personal development and to strengthen business acumen.

5% Visit Customers, attend/work trade shows and any other duties as assigned.

Required Qualifications:
• Associate’s Degree in Business or related field
• At least 2 years of Customer Service experience
• Proficient in Microsoft Office Suite 
• Experience with SAP
• Demonstrated problem solving ability
• Excellent verbal and written communication skills
• Strong organizational and follow/up  skills
• Strong time management skills
• Ability to adapt quickly to changes or interruptions
• Self-starter / self-motivator
• Ability to be proactive
• Ability to maintain a positive attitude in challenging situations
• Ability to collaborate with other individuals across all levels of the organization 

Preferred Qualifications:
• Bachelor’s Degree in Business or related field 
• 2+ years of Customer Service experience
• High proficiency level working with and troubleshooting computer systems such as SAP.




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