Customer Service Representative

Essential Duties and Responsibilities

• Manage incoming phone calls, emails, and other forms of communication to address the needs of our customers
• Maintain a positive, empathetic, and professional attitude towards customers at all times
• Process incoming quotes, orders, and returns (phone, email, fax, web, other) by entering into our ERP software, in a timely, accurate, and efficient manner
• Input data from customer calls, emails, orders, etc. into the CRM system
• Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
• Recommend possible products to meet the customers’ needs
• Prepare reports by gathering data collected during customer interactions
• Build a positive rapport and customer loyalty with new and existing customers through exemplary service
• Process new customer account requests with proper and timely paperwork completion and pleasant, professional communication
• Coordinate logistics of daily shipments to specific customers
• Coordinate production schedule to customers
• Update customers as needed with order status and confirmations
• Process customer credit card payments via our ecommerce platform
• Assist with any billing or shipment questions
• Troubleshoot Exception Notices received from UPS by contacting customers
• Submit customer requests for Certificate of Analysis, Safety Data Sheets, etc.
• Collaborate with other departments to provide the best service to customers through effective teaming
• Support Sales and Marketing staff as needed through CSR functions
• Other duties as assigned

Qualifications

Required Skills and/or Abilities

• Exceptional interpersonal and communication skills, including active listening and clear articulation
• Strong problem solving and conflict resolution skills
• Proficient computer skills – Windows Office programs (Outlook, Excel, Word)
• Ability to build relationships with customers, vendors, and coworkers
• Excellent interpersonal, verbal, and written communication skills
• Must be able to follow instructions
• Strong organization and time management skills
• Self-motivated and able to work independently and in a team setting

Education and Experience

• High School diploma or equivalent, required
• Previous customer service experience in a manufacturing setting a plus
• Experience with ERP and CRM software is desirable