Customer Service Representative

Full-Time Position (Day Shift) Hours:  Mon-Fri Position (No Weekends)
Day One Benefits (including Health, Dental, Vision) 
    Paid Retirement (Employee Stock Ownership Plan) & 401K Retirement Option 
    Employer Paid Short Term (13 weeks) and Long-Term Disability
Paid Time Off (2 weeks), Sick Time (5 days) & Paid Holidays(10)
    Paid Life Insurance Policy up to $50,000
    True Identity Protection (Norton LifeLock) - Employee Sponsored
    Best Places to Work Award (Employer of Distinction)
 

ESSENTIAL FUNCTIONS:

• Professionally handle incoming order requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Greet customers in a professional and friendly manner, direct visitors appropriately.
• Responsible for coordinating with appropriate departments regarding order status, shipping dates, and product availability.
• Receive and respond professionally and courteously to all customer inquiries regarding products and services, changes, customer disputes, billing questions and cancellations.
• Coordinate with Credit Manager to determine accounts with credit issues.
• Provide timely feedback to Operations Manager regarding service failures or customer concerns.
• Coordinate with Territory Managers to meet and exceed customer’s service expectations.
• Answer telephones in a professional and efficient manner. Direct callers to the appropriate party and/or transfer calls to voicemail as required.
• Review estimates and invoices for accuracy.
• Review monthly open orders report and update management.
• Maintain customers Restricted Users Product licenses.
• Responsible for compiling and generating reports for management when requested.
• Ensure compliance with all Federal, State and Local ordinances affecting this position.
• Ensure compliance with all Company policies and programs.
• Ensure timely processing of system information and proper documentation concerning inventory transactions (shipments, transfers, receipts, changes in cost/price, etc.).
• Performs other related office duties as assigned by management.
• May be required to work with and take direction from other members of management.

EDUCATION:

• Minimum High School Diploma or GED equivalent required.

WORK EXPERIENCE:

• One year’s experience in customer service is required.

LICENSES AND CERTIFICATIONS:

• None.

SKILLS AND ABILITIES:

• Strong problem solving, verbal and written communication and decision make skills.
• Strong organizational skills and project management skills include the ability to work against pressing deadlines.
• Must be able to research issues, understand and provide accurate information.
• Ability to prioritize tasks and to work independently
• Strong decision making and analytical abilities.
• Excellent knowledge of Microsoft Office.

PHYSICAL REQUIREMENTS:

• Standing and / or sitting for prolonged periods of time. The use of a computer and phone – Must be able to see, type, write, finger, grasp, and sit.
• Communicating with internal and external customers – must be able to talk, hear, see, and comprehend.
• Mobility inside the office to access filing cabinets, office machines, and supplies – must be able to move about the office space, reach, bend, and occasionally lift up to 35 pounds.

WORKING CONDITIONS:

• Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
• Work is routinely performed in office environment with occasional work with supplies stored in the warehouse.
• Occasionally may be exposed to noise levels that exceed a normal threshold.

PERSONAL PROTECTIVE EQUIPMENT:

• None.

____________________________________________________________________________________________________________________________________

The statements herein are intended to describe the general nature and levels of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. 

Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer. Harrell’s LLC is an Equal Opportunity/Affirmative Action Employer – Protected Veterans/Disabled.
This company will provide Equal Opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, GINA, and age.