Job Summary
This position reports to the Customer Service Manager and is responsible for professional interactions with customers, including taking orders, providing information in response to inquiries about products and services, and handling and resolving complaints.
Essential Job Functions include but are not limited to the following:
• Receives customer orders and/or requests via telephone, mail, or email
• Analyze requests, provide information requested, or ascertain who can best provide the information and reroute to the proper individual
• Analyze transactions, correct records, and adjust errors
• Analyze EDI orders for accuracy and remove all holds
• Search company records under zip code, name, account number, etc., using computer-based customer service software
• Monitor status of orders and work with other Deflecto or customer personnel to resolve problems that may arise
• Resolve customer questions related to orders
• Maintain liaison with other departments for order completion
• Assists customers with orders, handle mail services, samples, price quotations, and provide due dates to customers as required
• Respond to customer requests via phone or email, as needed
• Contact customers to ascertain data omitted on orders
• Have knowledge of Deflecto’s product lines, prices, delivery time, drop-ship items, various marketing promotional services, and similar data, as required
• Prepare and forward preliminary paperwork to Returns on problem orders
• Provide switchboard relief, as needed
• Other duties as assigned
Qualifications and/or Skills Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.
• Minimum of 3 years experience in a relevant position (CSR in a manufacturing/distribution environment)
• Excellent phone skills
• Good analytical and organizational skills
• Have a working knowledge of computerized customer service software systems, as well as the Microsoft Office Suite of programs
• Work well in a multi-tasking environment
• Excellent verbal and written communication skills
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as shown below:
• While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, balance, stoop, kneel, and talk or hear
• The employee must be able to work with a computer
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as shown below:
While performing the duties of this job, the employee is in a temperature-controlled environment. Under normal working conditions, the employee will be sitting for long periods of time (typically sitting 8 hours a day in a phone queue). The noise level in the work environment is normal.