Customer Service Representative

The Customer Service Representative position is to strive to provide the perfect customer experience during all interactions. The primary description of these interactions is; resolving customer issues, assisting with sales and program sales overflow, greeting of the customer, accurately entering orders, offering substitutions, solutions, cross-selling, upselling, handling customer inquiries, and updating customer profiles in the customer relationship management system.

Essential Duties & Responsibilities:

• Support and provide superior service via phone, email, live chat and faxes.
• Seek to capture customer information and record into customer relationship management system.
• Proficient in order entry skills, recording customer information and product ordered in ERP system.
• Resolve customer issues including services, billing, and quality of product, pricing and delivery.
• May process customer orders manually or through web services utilizing consultant mode when necessary.
• Contact customers; respond to inquiries, package refusals, and planned adjustments.
• Record customer interactions and transactions, details of inquiries, complaints and action taken.
• Effectively manage cases in designated Customer Relationship Management application
• Communicate with customers when special orders or backorder shipments are delayed.
• Proactively address customers concerns before escalations arises
• Utilize technology and web programs to become more solution oriented

Skills:

• Ability to work independently and within a team environment.
• Excellent written, listening, and verbal communication skills.
• Ability to make decisions, communicate effectively utilizing telephone, email, or one on one conversation.
• Ability to catch on quickly and retain information for order processing and customer fulfillment.

Qualities:

• Attention to detail
• Must be able to follow instructions both verbal and written, in English.
• Must be able to maintain composure and handle high stress situations.

Experience:

• Participate in required Stuller sponsored trainings and other specialized trainings
• An extensive training course will provide on the job training. Successful completion of this training is required.
• Computer keyboarding, navigation of web based applications, and basic math skills.
• High school diploma or equivalent.

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