Customer Service Representative Job at Depco Inc in Elwood

DEPCO Products is a market leader in aftermarket parts specializing in the wholesale construction and agricultural equipment markets. DEPCO currently operates as a B-to-B business and we take pride in standing by our motto and supporting our customers with "Real Products, Real Support, Real Profit".

Currently, we are seeking a detail-oriented, energetic individual who likes working directly with customers and can guarantee customer satisfaction with every call. Ideally, this individual needs to be able to multi-task and be flexible with the order of day-to-day duties.

Aside from the main DEPCO business, we also own and operate two outdoor storage lot locations (one being right on sight). Essentially, the customer service representative will also play a part in servicing our storage customers as well (account and billing setup, customer calls/issues, etc.).

Customer Service Job Summary

The customer service representative will be responsible for providing exceptional service to our customers by entering orders, addressing inquiries, updating accounts, resolving customer complaints or issues, and ensuring customer satisfaction across the board. The customer service representative will play a large role in supporting and serving as a direct point of contact between the customer and sales team.

Responsibilities and Duties:

• Retrieves incoming calls in a professional and pleasant manner and is able to direct the call elsewhere to reach the appropriate channel
• Responds to customer inquiries via phone, fax, or email
• Gathers all needed information from customer and/or sales representative for orders
• Manually enters orders into Sage ERP system
• Provides accurate information on product availability, order status, shipping/freight inquiries, policies and procedures, etc.
• Processes orders, returns, and replacements/exchanges efficiently
• Maintains accurate and updated customer account information
• Investigates, troubleshoots, resolves, and responds to all customer needs and/or problems in a warm and timely fashion
• Processes payments over the phone, as necessary
• Files shipping and freight claims on lost or damaged shipments
• Ability to present customer feedback and suggest improvements or changes that will improve customer satisfaction
• Uses basic office equipment (i.e. printer, copier, scanner, etc.)
• Other duties as assigned

Qualifications/Requirements:

• High School Diploma or equivalent
• 2-5 years customer service experience
• Excellent written and verbal communications skills
• Strong interpersonal and customer service skills
• High degree of attention to detail
• Excellent organizational and multi-tasking skills
• Experience in working within any MRP/ERP system
• Proficient in using customer support software, CRM systems, and Microsoft Office platforms
• Ability to think quick and strategically troubleshoot through situations, as needed

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Vision Insurance
• Health insurance
• Life insurance
• Long Term Disability Insurance
• Holiday Pay
• Paid Time Off
• Vacation Pay

Schedule:

• 8 hour shift
• Day shift (8am - 5pm)
• Monday to Friday