Customer Service

4 weeks ago

Alpharetta, United States Discover Staffing Full time $18
Job DescriptionJob Description

JOB DESCRIPTION

Title: Customer Service Representative

Department: Customer Service
Principal Function: Build a relationship with customers to provide information in response to inquiries about products and services, handle and resolve complaints along with proactively interacting with customers to assist growing their business.
Typical Duties and Responsibilities:

1. Compute pricing quotations to specifications supplied by customers.
2. Must be able to read a ruler to determine specifications of a business form
3. Respond to all inquiries in an attentive and timely manner.
4. Resolve customer problems and complaints in a timely manner.
5. Possess the ability to check status of existing orders, completed orders and delivery status and tracking along with proactively promoting WiseLink to enable customers to access this information via www.wbf.com
6. Utilization of tools provided to proactively engage customers and secure orders. Tools such as;
a. CSR Dashboard
b. ROPE report
c. Promotion of WiseLink with customers – i.e. ASN, view orders in process, track shipments, release inventory…..
7. Responsible for maintaining a friendly and positive attitude.
8. May be requested to represent Wise in customer facing activities such as customer or industry shows and/or sales meetings, plant tours, customer meetings offsite.
9. Perform other duties as directed by their manager.

Skills Required:

1. Effective navigation of computer systems as it relates to:
a. Estimates and Quotes – plant operating system and cost plus
b. Job tracking and shipping information
c. Updating customer information such as; company name, address, phone/fax, contacts…

2. Satisfactory product, service and technology expertise, i.e.:
a. Knowledge of their local plant capability and services.
b. General knowledge of all products, services and locations.
c. Knowledge of marketing programs.
d. Knowledge and execution of customer specific programs.
e. Technology - i.e. ability to navigate customers through wbf.com
f. Recognize opportunities and pass along qualified leads to the appropriate RSM.

3. Good Communication Skills
a. Estimating
b. Customer Inquiries and Issues
i. Handle customer requests: Such as expedites, quality issues, invoice discrepancies, product information, proofing questions / changes, shipping changes, pricing questions (discrepancies, errors, etc.), administrative issues….
c. Proficiency in transferring calls to other Wise plants when appropriate.
d. Regular communication with Sales and Marketing, specifically the RSM covering the plant trading area.

4. Miscellaneous
a. Performs other duties as described by the Customer Service Manager.

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