Customer Service Representative

POSITION PURPOSE:

The Customer Service Representative (CSR) is responsible for coordinating the activities for the company by directing all leads and managing all elements of our customer service and sales support processes. The CSR interacts with our customers over the telephone, email, and in person. This position assists customers with future and current orders. Specific duties are outlined below.

Order Entry

Sales Order entry is a central focus of this position. This position manages the entry of all sales orders entered in QuickBooks immediately or within an hour, if feasible. This position is responsible for updating customers regarding order status and assists customers with all questions they may have.

KNOWLEDGE & SKILLS:

Strong telephone presence is a core responsibility of the CSR role, as it drives towards company's Customer Focus and reflects the company's commitment to providing excellent customer service. This role is the first point of contact for our customers and requires clear communication skills, a friendly tone, and the ability to actively listen and respond appropriately.

Relies on extensive judgment to plan and accomplish goals. Possess a solid working knowledge of office operations and paperwork. The CSR must have a thorough understanding of our products and product lines as well as our different strata of customers and vendors.

This position relies substantially on intuition, anticipation, and a solutions-oriented approach. An open mind is critical to success.

A robust working knowledge of Nextiva phone system is required for success.

Computer experience in QuickBooks, Microsoft Applications, and Web Based Applications.

Previous Order Entry experience is a plus.

NATURE & SCOPE:

The CSR will provide updates to the sales team on a regular basis. Directions will be provided in the production meetings. Any questions, concerns or clarification of duties and tasks will be determined by the Department Manager as the need permits.

PRINCIPAL ACCOUNTABILITIES:

· Daily sales order processing and monitoring includes but not limited to payment processing, answering telephones, and responding to emails

· Ensure that all orders are acknowledged promptly, and a response is sent to the customer confirming receipt before they inquire about the status

· Attend weekly production meetings and work with sales team to update sales orders and customers with new ETAs after weekly production meetings

· Manage Sales Order Tracking report by ensuring information is up to date and accurate

· Perform miscellaneous duties and projects as assigned and required.

WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand and walk up to 20% of the time. Working conditions include those of an office and plant environment.

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