Customer Service Representative

In this entry-level position, you will be a part of our client's customer support team, delivering outstanding service to our clients. Your primary responsibilities will include answering inquiries, resolving issues, and ensuring a consistently positive customer experience. You will be the first point of contact for our client's customers, providing timely and effective solutions to their questions and concerns. By maintaining a high level of professionalism and empathy, you will help to build and maintain strong customer relationships, fostering loyalty and satisfaction.

Responsibilities:

• Answer incoming calls promptly, professionally, and courteously.
• Demonstrate excellent communication skills in both written and verbal interactions.
• Troubleshoot customer inquiries related to their accounts.
• Apply common sense and sound judgment to navigate customer interactions.
• Identify situations where established protocols may not apply and find appropriate solutions.
• Collaborate effectively with colleagues across various departments.
• Utilize JD Edwards system efficiently to process orders, provide order status updates, look up part numbers, and access customer information.
• Provide customers with accurate and up-to-date information on pricing, product availability, backorders, and shipping details.
• Manage inbound phone calls efficiently, minimizing hold times and transfers while providing exceptional service.
• Follow established procedures for handling phone orders, updating order statuses, and researching customer inquiries. Continuously recommend improvements to streamline processes and enhance customer support.
• Maintain well-organized customer files, both physical and electronic, for efficient access and reference.
• Communicate professionally and effectively with both internal and external customers.
• Demonstrate ownership and accountability for assigned tasks, following through to completion.
• Provide dedicated product and account support as needed to meet seasonal demands.
• Assist the Core Team with troubleshooting customer service system issues and train other CSRs on basic problem-solving techniques.
• Compile and distribute action items from daily production meetings, keeping everyone informed of backorders and potential product issues.
• Demonstrate a willingness to learn and take on new challenges.

Requirements:

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.).
• Familiarity with general office equipment (copiers, fax machines, phone systems, etc.).
• Strong written and verbal communication skills with proper grammar, structure, punctuation, and spelling.
• Effective conflict resolution skills.
• Professional phone etiquette and interpersonal communication skills.
• A customer-service focused mindset with a passion for exceeding expectations.
• Self-motivated, proactive, detail-oriented, and a team player.
• Ability to maintain confidentiality and discretion in all work-related matters.
• Excellent time management and prioritization skills.
• High School diploma or GED is required. An Associate's Degree is a plus.
• 0-3 years of experience in customer service or a related field is preferred.

Ferretti Search is an award-winning Recruitment Firm specializing in Executive Recruiting and Staffing. Our product is people. Ferretti Search has a dedicated team of executive recruiters ready to help our clients find employment solutions that benefit them as well as match our candidates with a company that meets their job preferences and career goals. At Ferretti Search, we believe in transparency throughout the entire process in order to serve our clients and candidates better. We take pride and value our relationship with our clients and candidates.