Customer Service Representative

SUMMARY Processes incoming customer orders/sample orders, prepares quotes, addresses inquiries, provides follow-ups, and assists with problem resolution. Supports field sales representatives in achieving superior customer satisfaction for maximum growth. RESPONSIBILITIES Receives and processes sales orders and sample orders received by telephone, fax, mail, or electronic services in an efficient and expedient manner Prepares and forwards order acknowledgements Responds to general inquiries from customers and sales representatives related to orders, products, literature, shipping and delivery, availability, packaging, and ETA’s Works closely with sales representatives to be proactive in meeting customer needs and keeping them informed of all activities associated with their accounts Supports customer relations and assists with problem resolution in a timely and professional manner Interacts and works with Technical Service to resolve customer complaints through the process within specified timeframe Recommends alternate products when possible, and refers customers to technical services or sales for assistance when needed Proactively monitors and keeps customers and sales advised of shipment dates, production schedules, delivery dates Assist shipping with efforts to maintain quality service by maintaining updated shipping and packaging requirements Works in coordination with the team and is responsible for picking and billing of orders Updates and inputs all customer related information into NAV Prepares and runs reports through NAV and performs special projects as requested Maintains Customer Service Processing Manual QUALIFICATIONS High School Diploma or Associate Degree with two years related experience and/or training; or equivalent combination of education and experience. Demonstrates attention to detail. Identifies and resolves problems in a timely manner. Maintains confidentiality. Writes clearly and informatively. Understands business implications of decisions. Completes tasks correctly and on time. Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. Reacts well under pressure and demonstrates accuracy and thoroughness Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from managers, clients, and customers. Ability to calculate figures and amounts such as discounts, interest, commissions, percentages. Ability to solve practical problems and deal with a variety of concrete variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or table form. Should have knowledge of Order Processing software; Word Processing software; Spreadsheet software; Internet software; Project Management software and Contact Management systems.