Customer Service Representative

Job Title: Customer Service Representative

Department: Customer Service

Reports To: Customer Service Manager

Pay Rate: $16 - $20 per hour

Position Summary:

The Customer Service Representative serves as LaMotte's initial and primary contact with customers, presenting LaMotte in a professional, knowledgeable, and courteous manner. Principal duties include supplying basic product information, processing orders, and resolving customer service problems. The representative serves as the customer's advocate within LaMotte, ensuring that the customer's viewpoint is properly presented and understood.

Schedule & Hours:

Day Shift, Monday through Friday, 8:15am – 5pm.

Duties and Responsibilities:

1. Handles the Telephone:
   • Answers telephone in a courteous, friendly, and professional manner.
   • Responds to customers in a timely manner, always within the same day.
   • Maintains a pleasant tone and positive attitude with all types of customers.
2. Processes Orders:
   • Enters mail, fax, and telephone orders via direct order entry.
   • Processes orders and follows through with necessary information on emergency shipments.
   • Maintains knowledge of computer systems to assist customers effectively.
3. Resolves Customer Service Problems:
   • Tracks lost/damaged shipments with carriers.
   • Handles return requests and fills out complaint forms for discrepancies.
4. Maintains Knowledge of Products:
   • Maintains a catalog/brochure file for easy access.
   • Assists customers in locating information on LaMotte's website.
5. Communicates Information:
   • Forwards requests to appropriate individuals for pricing or special requests.
   • Maintains communication with all co-workers.
6. Transfers Calls:
   • Transfers appropriate calls to Technical Service and Software Support Teams.
7. Communicates with Supervisor:
   • Discusses non-routine customer problems and individual training requirements.
8. Miscellaneous Duties:
   • Participates in lean training and events.
   • Notifies Manager of production, quality, or safety issues.
   • Complies with all Company policies.

Qualifications/Job Requirements:

• High school graduate or GED equivalent.
• Excellent communication skills (verbal, written, and listening).
• Good typing and computer skills.
• Previous office experience and experience working with customers is desired.

Work Environment/Physical Demands:

Works indoors in a temperature-controlled environment. Primarily sits at a desk, talks on the telephone, and works on a computer; however, walks to and from printers and fax machines, meetings, restroom, etc.

LaMotte Company is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, sex, age, disability, military status, or any other legally recognized protected basis under federal, state, or local laws.

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