Customer Service Representative

Summary:

• Capitol Coffee Systems is seeking a detail-oriented and proactive Customer Service Representative to manage customer interactions and ensure a seamless experience for clients.
• The ideal candidate will demonstrate strong communication skills and a customer-focused attitude while efficiently handling multiple tasks.

Essential Duties and Responsibilities:

• • Phone and Email Support: ◦ Answer incoming phone calls and respond to customer emails promptly, providing accurate information and assistance. • Order Management: ◦ Enter and process customer orders, including approving web orders. ◦ Update customer records to ensure accuracy and completeness. ◦ Invoice sales orders accurately and in a timely manner. • Service Case Management: ◦ Issue service cases for customer issues and track progress until resolution. ◦ Manage delivery error cases by issuing, closing, and ensuring follow-up. • Product Management: ◦ Enter equipment requests from route sales personnel and reallocate products as needed. ◦ Generate daily backorder reports to track outstanding orders. ◦ Implement daily date changes for sales orders to accommodate customer requests. • Documentation and Record Keeping: ◦ File invoices and maintain organized records of all customer transactions and communications. • Other duties as assigned.

Supervisory:

• This position does not oversee staff.

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• • High school diploma or equivalent; additional education or training in customer service is a plus. • Previous experience in customer service or administrative roles is preferred.

Required Skills/Abilities:

• • Strong organizational skills and attention to detail. • Excellent verbal and written communication skills. • Proficiency in Microsoft Office Suite and experience with CRM software. • Ability to work independently and collaboratively within a team.

Certificates, Licenses, Registrations:

• • N/A Work Environment: The work is typically performed in a fast-paced office setting focused on teamwork and excellent customer service.
• Opportunities for professional growth and skill development are available.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Prolonged periods sitting at a desk and working on a computer. • Ability to communicate effectively with customers and team members via phone and email. • Must be able to perform repetitive movements over long periods. Powered by JazzHR