General Purpose
Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
Main Job Tasks and Responsibilities
- Directly support customers by phone or email for order information and specific account information for recurring orders, special pricing, delivery instructions, or billing requirements.
- Respond promptly to customer inquiries and rapidly access all the information needed related to products, pricing options, up-sell and cross-sell suggestions, order verification and inventory availability
- Coordinate shipping/delivery dates, calculate freight, and check customer credit
- Respond to and help resolve customer complaints and inquiries
- Perform customer verifications
- Process orders, forms, applications and requests
- Direct requests and unresolved issues to the designated resource
- Manage customers' accounts including recording keeping relating to interactions and transactions
- Maintain details of inquiries, comments and complaints
- Communicate and coordinate with internal departments
- Follow up on customer interactions
- Provide backup coverage for Reception Desk as needed
Education and Experience
- High school diploma, general education degree or equivalent
- Knowledge of customer service principles and practices
- Knowledge of relevant computer applications
- Ability to type
- Numeric, oral and written language applications
Key Competencies
- Interpersonal skills
- Communication skills - verbal and written
- Listening skills
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Data collection and ordering
- Customer service orientation
- Adaptability, initiative and ability to handle stress