Customer Service

Job Description

Job Description

POSITION SUMMARY :

Perform duties that may include a combination of answering telephones, order entry, quoting, or handling product questions. Interact with customers over the phone and email to provide information in response to inquiries about products and services and to handle and resolve questions.

ESSENTIAL FUNCTIONS :

• Prepare orders obtained and submit orders for processing.
• Confer with customers by telephone or email to provide information about products or services, pricing, availability, credit terms, take or enter orders, cancel accounts, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Resolve customers’ service or billing questions by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

SKILLS :

Active Listening —Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Speaking —Talking to others to convey information effectively.

Service Orientation —Actively looking for ways to help people.

Persuasion —Persuading others to change their minds or behavior.

Critical Thinking —Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Physical Requirements —

Extended sitting or standing.

Some pushing, pulling, bending and twisting.

Ability to lift up to 50lbs.

KNOWLEDGE, EXPERIENCE AND EDUCATION :

Associates degree preferred - High school diploma (or GED or high school equivalence certificate).

Knowledge of principles and processes for providing customer and personal services. This includes external and internal customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Knowledge of administrative and clerical procedures and systems, such as Microsoft Office and Business Central, and other office procedures and terminology.

#hc157582