Customer Service Staff

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