Customer Service Representative

Reports To: Customer Service Manager

SUMMARY OF RESPONSIBILITIES

To provide excellent customer service and support to our customers. The Customer Service Representative (CSR) will also ensure a memorable customer service experience answering questions and resolving inquiries with utmost compassion, care, and accuracy. The CSR is the primary contact for existing or new customers. The CSR will process orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction. This will also require significant interaction with internal support functions.

PRINCIPAL RESPONSIBILITIES

Process customer purchase orders via automated order entry system
Process sample orders as requested
Open and maintain customer accounts by recording account information
Manage incoming inquiries
Responsible for fielding and referring calls and messages to and from Territory Managers, Product Managers, and customers
Resolve product or service problems by clarifying the customer’s complaint, determining the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Follow communication procedures, guidelines, and policies
Go the extra mile to engage customers
Greet customers warmly and ascertain reason for calling
Act as the company gatekeeper
Work with Customer Service Manager to ensure proper customer service is being delivered
Handle and communicate changes in policy
Work closely with Shipping and Export departments to insure all documentation is accurate and meets customs and customer requirements

QUALIFICATIONS and EDUCATION REQUIREMENTS

Speak, read, and write English; fluent in Spanish is strongly preferred
Proven customer support experience
Strong phone contact skills and active listening
Familiarity with CRM/JD Edwards software is a plus
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and computer skills
Ability to multi-task, prioritize, and manage time effectively
High school diploma or equivalent; college degree is a plus
Must be able to effectively communicate both verbally and in writing
Strong ability to interact in a team environment
Experience with export processing is a plus

NOTE: BILINGUAL (SPANISH/ENGLISH) STRONGLY PREFERRED

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