Customer Service Representative

Job description

The CS Representative is responsible for providing excellent customer service by addressing customers’ concerns and inquiries in a swift, proficient, and professional manner. You will apply your multitasking skills by listening and speaking to customers, navigating different computer programs, and typing call documentation simultaneously. The position for CS Representative will require the employee to work in cooperation and coordination with Transportation and Production departments.

Essential Functions:

A CS Representative will be required but not limited to the following functions.

1. Customer Service.

• Resolve customers inquiries by phone, walk-in, and email.
• Interacts with customers to provide support and information on delivery, products, or services.
• Maintain polite and professional communication via phone and email.
• Providing outstanding customer service.
• Builds and sustains long-term customer partnerships, cultivates rapport with customer, and ensuring the business relationship is mutually beneficial.
• Anticipate and identify customers’ needs to ensure a seamless and positive experience.
• Receive and process sales orders via phone, email or in person.
• Check Email throughout the day
• Process Daily Calling List – Site Specific
• Process Automatic Orders
• Process Trailer orders
• Ensure appropriate actions are taken to resolve Customers’ problems and concerns.
• Forwarding any escalating inquiries to relevant individuals and departments.
• Contacting Customers to give them accurate feedback on the progress of their inquiries.
• Ability to Creatively problem-solve and communicate effectively for win/win results.
• Updating Customer Information as required.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Maintain confidentiality of information.
• Handling office tasks, such as filing, generating reports.
• Performs other related duties as assigned.

2. Support Logistics Department.

• Print Bill of Ladings and organize them by delivery date.
• Submit orders to Logistics department for distribution.
• Assist drivers with instructions for deliveries over the phone.

3. Support Office Services.

• Answer the phone, transfer phone calls and messages, classify and filter calls.
• Assist officers and managers with special projects.
• Ability to work in a cross functional partnership with our sister sites: CS Dept coverage

4. Knowledge and Skills:

• Ability to maintain a high level of accuracy and attention to detail in preparing and entering information.
• Knowledge of Microsoft Suite – Office and Excel primarily and telephone protocol.
• Organizational skills.
• Duties require professional verbal and written communication skills and the ability to type 50 wpm. This is normally acquired through one to three years of clerical experience.

5. Personal Attributes:

• Be honest and trustworthy.
• Be respectful.
• Be kind with co-workers and customers.

Requirements:

• High School Diploma, GED, or suitable equivalent.
• 2+ years customer service experience, preferably in related field.
• Proficient computer skills.
• Excellent phone etiquette.
• Outstanding communication skills, both verbal and written.
• Strong people skills.
• Ability to sit at a desk for extended periods.