Customer Service Representative

Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Prepares customer service summary reports. Co-ordinates the handling of difficult and/or unusual situations.
 

Essential Duties and Responsibilities

1. Receives, processes and verifies the accuracy of orders from customers utilizing the organization’s internal.
2. CRM/mainframe systems and customer purchase orders.
3. Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
4. Ensures and provides quality service to both internal and external customers.
5. Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues.
6. Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports
7. Performs assigned system maintenance to various electronic order files.
8. Participates and provides expertise as a member of the customer service’s departmental team. The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the customer service department as a whole.
9. Extensive knowledge about company products.
10. Other duties as assigned.

Required Education and Expereince

• GED or High School Diploma
• Minimum of two (2) years relevant work experience in customer service.

Qualifications/Skills

Required to have 2 years progressive customer service or direct marketing experience. Must work well under pressure, be able to juggle many projects simultaneously, and have excellent interpersonal and communication skills. Must also have an excellent sense of priorities. Extensive training is required on the company’s products to be able to take orders and answer customer’s questions.