SUMMARY

The Customer Support Representative is responsible for taking, processing, and resolving customer’s orders. The associate in this position will serve as the primary contact for order fulfillment including, processing and shipping customer orders. Customer Support Representatives are responsible for providing highly professional, courteous, and caring customer service. This role is also expected to collaborate with associates from other departments, as required to fully address customer needs.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential function of the job.

• Enter and manage orders through the entire order cycle, using customer-specific web-portals.
• Provide sales support by reducing account complexity, ensuring sales associates are kept abreast of key matter with respect to customer relations and specific orders, meeting or exceeding customer order expectations, and increasing accuracy of job functions.
• Contribute positively through words and actions to a work environment that fosters pride in being part of a winning team and promotes personal growth and development.
• Maintain personal productivity and quality standards to provide excellent customer service to customers.
• Acknowledge and appropriately greet and assist every customer in a timely manner.
• Communicate professionally and efficiently, both verbally and in writing.
• Develop good working relationships with customers.
• Receive, evaluate, and process complaints of customers regarding quality, specifications, and delivered condition of product. This includes issuing credits/debits or return authorizations as needed.
• Work closely with freight companies to resolve shipping discrepancies, shortages, damages or tracking of shipments to ensure prompt accurate shipments to our customers.
• Keep records and maintain files of all customer service requests including orders processed, sales and marketing aid requests, returns, and any other special requests.
• Support customer sales through service, education, effective problem solving and involving appropriate team members as needed.
• Build strong working relationships across the company and assist other department teams as necessary.
• Serve as a key link between the company and its customers; handle issues in the best interest of both the customer and the company while continuously working within the company to identify and suggest opportunities to drive process improvements and customer satisfaction.
• Adhere to established company values, practices, policies and procedures at all times. Follow and support compliance with all applicable safety rules, laws, regulations, and standards.
• Demonstrate regular and punctual attendance at the assigned work location.

MARGINAL FUNCTIONS

The individual may be asked to perform other duties.

REQUIRED SKILLS AND ABILITIES

An individual qualified for this job must be able to:

• Identify and address customers’ needs and requirements
• Demonstrate strong computer skills and ability to quickly learn to access customer-specific web portals.
• Perform detail-oriented tasks in an organized and efficient manner.
• Provide excellent customer service skills with ability to interact with both internal and external customers in a professional manner with customer-friendly focus and attention to detail in resolving issues.
• Clearly and accurately present information in one-on-one and small group situations to customers, suppliers, and other associates.
• Pay attention to details and pursue quality in accomplishing work duties and tasks. Look for opportunities to reduce costs or increase productivity without reducing effectiveness.
• Handle challenges skillfully, thoroughly, and effectively.
• Independently take advantage of opportunities to improve or increase skills, abilities and job knowledge.
• Make sure that work is delivered on time and of high quality.
• Develop good work practices in order to get the job done.
• Use equipment, resources and time in an efficient and effective manner.
• Use good judgment when making decisions.
• Perform work in a safe manner at all times.
• Take direction and work well with others.
• Be honest in all interactions and dealings with co-workers, internal and external customers, and vendors.
• Do the right thing, even when it is difficult.

REQUIRED EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• At least 1-3 years’ related work experience, which demonstrates the knowledge, skills and abilities to perform the above duties, required.
• A proven track record in school or work experience in working with people and excellent communication skills. At least one year of transferable experience required with telephone/customer relations and customer service procedures.