Customer Service Rep

The Customer Service Representative answers incoming communications and inquiries from customers. The communications may also involve placing an order, handling and resolving customer complaints, issuing credits, providing alternative solutions, answering an inquiry or an inquiry about the website.

* Answers incoming calls, faxes or emails from customers in a professional and courteous manner.
* Answers general and account specific inquiry questions.
* Distributes MSDS, TDS and Product literature as requested by customers
* Enters into SAP all orders for customers that come in over the telephone, by fax or email.
* Communicates with plant scheduling and logistics personnel to ensure accurate information is entered into the SAP system and is effectively communicated to the customer
* Manages all orders to ensure that they are effectively handled and intervenes when needed to ensure that customer expectations are met
* Invoices all shipped orders in an accurate and timely fashion
* Answers questions regarding back orders, pricing, freight, invoicing, billing and traces orders not delivered when promised
* Completes simple credits and rebills for customers
* Completes customer returns and replacements
* Modifies the customer record with new contact name, new shipping address, or a new email address
* Enters customer complaints into the Customer Complaint System for resolution
* Follows up on customer concerns or inquiries
* Monitors their performance against targets.
* Assists in completing their performance plan
* Attends training to maintain skills
* Listens to feedback from coaching sessions and makes necessary changes for improvement.
* Identifies any road blocks in completing their jobs and communicates those road blocks to their Supervisor or Manager.
* Provides management with data when required
* Attends regular meetings to understand department objectives and status on meeting targets
* Performs other duties as assigned by Supervisor or Manager

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.