Customer Service Representative

The Customer Service Representative will be responsible for supporting customers by addressing inquiries, resolving issues, and providing timely and accurate information regarding products and services. This role will serve as a key point of contact for customers, ensuring a positive experience through clear communication, problem-solving, and efficient handling of customer requests. In addition, this position will collaborate with internal teams to resolve concerns, improve processes, and ensure customer needs are met effectively.

Responsibilities:

• Answer incoming calls promptly, professionally, and courteously.
• Demonstrate excellent communication skills in both written and verbal interactions.
• Troubleshoot customer inquiries related to their accounts.
• Apply common sense and sound judgment to navigate customer interactions.
• Identify situations where established protocols may not apply and find appropriate solutions.
• Collaborate effectively with colleagues across various departments.
• Utilize JD Edwards system efficiently to process orders, provide order status updates, look up part numbers, and access customer information.
• Provide customers with accurate and up-to-date information on pricing, product availability, backorders, and shipping details.
• Manage inbound phone calls efficiently, minimizing hold times and transfers while providing exceptional service.
• Follow established procedures for handling phone orders, updating order statuses, and researching customer inquiries. Continuously recommend improvements to streamline processes and enhance customer support.
• Maintain well-organized customer files, both physical and electronic, for efficient access and reference.
• Communicate professionally and effectively with both internal and external customers.
• Demonstrate ownership and accountability for assigned tasks, following through to completion.
• Provide dedicated product and account support as needed to meet seasonal demands.
• Assist the Core Team with troubleshooting customer service system issues and train other CSRs on basic problem-solving techniques.
• Compile and distribute action items from daily production meetings, keeping everyone informed of backorders and potential product issues.
• Demonstrate a willingness to learn and take on new challenges.

Requirements:

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.).
• Familiarity with general office equipment (copiers, fax machines, phone systems, etc.).
• Strong written and verbal communication skills with proper grammar, structure, punctuation, and spelling.
• Effective conflict resolution skills.
• Professional phone etiquette and interpersonal communication skills.
• A customer-service focused mindset with a passion for exceeding expectations.
• Self-motivated, proactive, detail-oriented, and a team player.
• Ability to maintain confidentiality and discretion in all work-related matters.
• Excellent time management and prioritization skills.
• High School diploma or GED is required. An Associate's Degree is a plus.
• 0-3 years of experience in customer service or a related field is preferred.