Customer Service Representative - CSR

The Customer Service Representative carries out all customer service activities such as responding to inquiries, processing orders, and handling customer complaints in a prompt, courteous and effective manner.  The Customer Service Representative position is responsible for the following:

•  Talks with customers by phone or in person and receives orders or changes in service
• Fills out contract forms, determines charges for service requested, collects deposits, prepares change of address records, and issues discontinuance orders
• Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation
• Processes and inputs all customer orders and receipts.  Runs stock reports to check for product availability.  Generates all related paperwork and necessary information required for customer work orders, checks all orders for special requests, and posts inventory records
• Coordinates special, last minute shipping requests with the transportation departments, expediting orders as necessary
• Traces orders as required and notifies customers of any activity concerning their merchandise.  Furnishes shipping and tracing information to customers as required
• Assures proper invoicing of accounts by verifying computer generated invoices
• Maintains a good working relationship with customers by responding to all inquiries and complaints concerning receipts, invoices, shipments, inventory counts, etc., in a courteous and efficient manner
• Reports customer feedback to management, including any signs of customer dissatisfaction
• Acts as liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes
• Performs all paperwork associated with orders including the maintenance of customer files
• Performs clerical work as required including answering phone calls, operating various office machines and computers, corresponding with customers and greeting customers and visitors in the office
• Maintains current and accurate procedure book which details the processing requirements for each account; prepares any report concerning customer services activities and performs other customer service and company related duties as necessary
• Notifies Operations Manager of all requested changes from the customer regarding shipping, handling, or administrative characteristics
• Works with Operations Manager regarding product routing for customers

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
• Intermediate skill level with Microsoft Outlook, Word and Excel
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals