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Customer Service Representative

Company: Fine Jewelry Manufacturer
Location: Lafayette
Posted on: November 17, 2021

Job Description:

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.

Keywords: Fine Jewelry Manufacturer, Lafayette , Customer Service Representative, Sales , Lafayette, Louisiana

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