Customer Service Representative

Job summary

Summary of essential job functions and minimum requirements:

Customer Focus

Communicate with customers to include and not limited to the following either by phone, fax, electronically:

Products and Services offered Form, Fit and Function Order(s) Returns Pricing Freight quotes Respond promptly to customer inquires

• Handle and resolve customer complaints
• Perform customer verification
• Process requests and orders promptly

Direct requests and unresolved issues to designated personnel

• Communicate and coordinate with other departments
• Provide follow up on customer interactions to
• Maintain proper records and files on customers and orders
• Recommend Continuous Improvements for Customer Service Functions
• Recommend process for improvements
• Maintain a friendly helpful attitude with external and internal customers

Continually improving professional and interpersonal skills Keeping focused on customers’ expectations and profitability of company Being proactive in addressing issues System Updates & Maintenance – IQ Maintenance of Customer Contacts Address Phone and Fax numbers Email Pricing Accounting Functions – Record Retention

Maintain a proper record:

Orders Pack Slips Invoices Returns Credits Receipts and approval of freight bills Invoicing Administrative Functions

• Provide on the job training for new employees

Surveys

• Forecasting
• Knowledge and Skills Requirements

Minimum of three (3) years experience as Customer Service Representative Understands Custom Products and Development process Private Label experience Large Box DIY Retailers experience Master and Tiered Distributors experience Detail oriented and problem solver Basic reading, writing, and arithmetic and phone etiquette skills required. This is normally acquired through a high school diploma or equivalent. Is able to communicate clearly, both written and in speech.

Computer literate with the ability to learn customer service software applications. Duties require professional verbal and written communication skills and the ability to type 30 wpm. This is normally acquired through one to three years of office experience. Multi-task oriented. Excellent communication skills and problem solving abilities. High school diploma or general education degree experience. Must have a valid driver's license and pass all security and background checks.

Wants to delight customers, above and beyond the call of duty Has empathy for the customers situation Has a "thick skin" and is able to handle complaints, even when handling unpleasant customers Works accurate and with eye for detail Approaches matters in the best interest of both customer and company

Is able to use automated information systems to analyze the customers situation Is able to suggest improvements to the various communications by the company (eg. website, FAQ, etc) Has a pleasant, friendly style Is willing to build a long-term relationship with the customer (not a "job-hopper")

Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.