Summary 

Customer Service Representatives should be responsible for establishing contact with both internal and external customers.  He/She must be competent enough to provide the customer with the requested information or assistance concerning services provided by this Company.  Responsibilities may include such tasks as answering phones, handling other communication equipment such as fax, switchboard and Internet, serving as a cashier, and other similar activities. 

 ** The Customer Service Representative’s responsibilities and duties vary based on the size of the office and other company information. **

Essential Functions

• Supervise employees engaged in providing services and information to all customers, and also trains this staff.
• Help and guide customers and sales representatives.
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Use computers and computer systems to program, write software, set up functions, enter data, or process information.
• Process information by compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
• Collect and reconcile cash payments from patrons and prepare routine reports of transaction as appropriate.
• Take care of purchase orders, while making adjustments and cancellations for customers, manufacturers, and distributors. 
• Act as a liaison between the carrier as well as operations department and the customer.
• Receive order and enter data into appropriate software.
• Prepare important paper work and documents such as purchase orders, copies of invoices, and return of goods memos for the accounting department.
• Maintain inventory or other pertinent records, while purchasing necessary materials.
• Arrange for delivery of product and communicate to customer’s delivery date of product.
• Prepare mail and parcels for mailing, while sorting and distributing mail.
• Screen, examine, and verify documents for correctness, appropriateness, adequacy and conformity to establish requirements and follow up on requests or discrepancies.
• Handle phone inquiries and requests for price quotations.
• Prepare notices of statements and send copies to customers.
• Generate relationships that lead to sales through conversations with customers, incorporating needs analysis, building rapport, offering advice and overcoming objections.
• Perform general floor maintenance and housekeeping; monitor and maintain the condition and safekeeping of merchandise.
• Provide routine information and support to patrons of services, schedule activities, answer questions, and resolve or refer day-to-day patron problems and concerns.
• Take care of irate customers and resolve challenging inquiries, utilizing negotiation skills, while following guidelines in effort to satisfy the customer.
• Maintain files of customers and active orders and post any activity such as change of notices, credit changes, scheduling changes, etc.
• Maintain control over production and deliveries of scheduled shipments.
• Maintain current distributor list, including contact, ship to address and pricing.
• Coordinate the issuing and disposition of stocks, supplies, and facilities used by patrons.
• Maintain all filing of invoices, order forms and other important documents.
• Communicate order confirmations to customers, warehouses, carriers and brokers.
• Contact distributors and ensure customer’s delivery requirements are met.
• Assist and advise patrons in the utilization of services, facilities, and/or equipment.
• Demonstrate and recommends ways to improve customer service, increase productivity and increase sales.
• Prepare correspondence to customers.
• Maintain cleanliness of work area and set up displays.
• Performs other special projects or assignments as requested.

***This list is not exhaustive.  Employee is expected to carry out any other job-related activity as requested by supervisor. *** 

Essential Job Qualifications 

A Customer Service Representative should be a well-rounded, outgoing person.  He/She must be capable of handling all customer/clients’ needs and wants.  All Customer Service Reps should be intelligent and well informed about the company and any services provided by the company.  He/She must be able to make quick, intelligent decisions and handle any problems or obstacles quickly and efficiently.  It is also very important that he/she be friendly and form important, professional relationships with all customers.  They must also be able to negotiate effectively with customers while forming a professional rapport.  All the above duties and any other additional duty assigned must be performed satisfactorily.  In the case of a handicap, company MUST and WILL make reasonable accommodations to perform the essential functions of the job.

Education/Experience 

• High School graduate or equivalent required. 
• Customer Service and Sales experience preferred.
• Demonstrated abilities in customer contact, telemarketing, and/or sales experience is required.
• Must have the ability to maintain a high level of productivity, while complying with departmental quality standards.
• Effective communication and excellent verbal and negotiation skills are required.
• Proficient with personal computers and the use of popular software such as Microsoft Office.
• Business math skills necessary.
• Ability to prepare routine administrative paperwork.
• Knowledge of basic cash management procedures.
• Knowledge of inventory management practices.
• Strong interpersonal skills, flexibility, and customer service orientation.
• Ability to resolve difficult or stressful customer service issues.
• Knowledgeable of all company equipment and proper, safe methods of using these equipment.
• Experienced in areas such as territory sales, promotional work, customer service or retail management.
• Must be detail oriented and organized.
• Team oriented.
• Ability to retain and apply trained skills and processes to the job.
• Works well independently, completes assigned tasks in the established timeframe, completes regular assignments without reminders or additional requests, and works productively and professionally.

Mental Effort 

• Ability to manage one’s own time.
• Ability to quick think and make practical decisions quickly and efficiently.
• Knowledgeable about all Company products to answer all customer enquiries.
• Normal concentration or intensity, which includes a long period of mental effort with little or no breaks.
• Ability to use discretion and professionalism in responding to inquiries and providing excellent customer service to all customers.
• Normal memory, taking into consideration the amount and type of information
• Ability to multi-task and accomplish many tasks at once.

Physical Effort 

• Ability to move around the workplace and stand for extended periods of time.
• Ability to use and type on a personal computer for extended.
• Normal ability to see and hear.
• Normal sense of touch.
• Normal physical agility. 
• Normal hand eye coordination.
• Must be able to use hands and fingers to feel, handle, or reach for objects.
• Ability of lifting and moving packages weighing up to 40 pounds.

Work Environment 

• Normal temperature working environment.
• Moderate to large amount of noise in the environment
• Team-oriented work environment.
• Normal temperature.
• Normal amount of overtime or extended work hours is required.
• Reasonable accommodations may be made to the work environment for those with disabilities who can perform the essential functions of the job.