Customer Service Representative Job at 1957 in Ephrata

CounterTek is a locally owned and operated small business which manufactures laminate and solid surface countertops and cultured marble vanities for the kitchen and bath industry.  We are looking for a friendly, dependable, and organized customer service representative.  Our representatives answer calls from our established customers regarding orders, inquires, and issues.  Benefits include PTO, paid holidays, and 100% employer-paid healthcare premiums.

Hours: 8:30am-4:30pm Monday-Friday

Job Title: Customer Service Representative

Reports to VP of Operations

Summary:  Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. 

Essential Duties and Responsibilities include the following.  Other duties may be assigned. 

Provide pricing and delivery information. Obtain and evaluate all relevant information to handle product and service inquiries.  Handle and resolve customer complaints.

Process orders, forms, applications, and requests. Ensure that the orders are correct and meet customer specifications. Organize workflow to Meet customer timeframes. Direct requests and unresolved issues to the designated resource. Manage customer accounts.

Keep records of customer interactions and transactions. Record details of inquiries, comments and complaints and record details of action taken. 

Communicate and coordinate with internal departments. Follow up on customer interactions. Provide feedback on efficiency of the customer service process.

Functions:

     1) Answer phones

     2) Retrieve emails from general email account; respond to customers

     3) Data entry

     4) Proofread quotes and orders

     5) Process orders

     6) File orders and related documents

     7) Answer production shop questions

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner.
• Technical Skills - Strives to continuously build knowledge and skills.
• Attention to detail and accuracy.
• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.
• Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
• Written Communication – Writes clearly and informatively.
• Organizational Support - Follows policies and procedures.
• Adaptability – Manages competing demands.
• Attendance/Punctuality - Is consistently at work and on time.
• Motivation - Measures self against standard of excellence.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
• Professionalism - Treats others with respect and consideration regardless of their status or position.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Safety and Security - Observes safety and security procedures.                                       

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 general education or equivalent. Knowledge of customer service principles and practices. Knowledge of relevant computer applications. Knowledge of administrative procedures and product.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. 

Math Ability:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.  Most work is performed at a desk in a typical office setting.  The office layout is currently sprawling where one may be required to walk to other employees’ areas, lunchroom, supply closets, bathrooms, etc.

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.

The employee must occasionally lift and/or move up to 10 pounds (filing boxes, etc.). Specific vision abilities required by this job include Close vision and Distance vision. While performing the duties of this Job, the employee is regularly required to stand; sit and talk or hear. The employee is frequently required to walk.