Customer Service Representative-4 months approx

6 hours ago

Zanesville, United States Amesbury Group Full time

The Customer Service Representative performs a variety of customer service and administrative duties for all Residential products

Essential Duties / Responsibilites

  • Maintain a positive, empathetic and professional attitude toward customers at all times.
  • Enter residential products orders: Using header screen, input all information not automatically provided by the computer system, such as customer address information, shipping date, etc. Enter quantity and product code, then verify description and price information which appears. Enter any additional information, into body of order. Enter freight amounts as necessary. Do any changes or maintenance to orders (e.g. changes in quantity, price, etc.) as necessary. Scan orders into the imaging system daily.
  • Handle dealer or homeowner inquiries, providing them with pricing, installation or other information. Fulfill requests for information, sending appropriate literature.
  • Handle all types of questions from customers regarding order adjustments, cancellations and customer changes. Address customer requests for order status or expedites, doing appropriate research as necessary. Resolve questions or complaints regarding debits or credits, factory service, and other issues which require research to ensure customer satisfaction.
  • Handle all customer service issues received from distributors, dealers and homeowners. Research problem, determine solution and/or provide technical information, to ensure the customer's satisfaction. Respond to all inquiries in a timely manner.
  • Acknowledge and resolve customer complaints. When necessary, escalate complaints as appropriate. Work with Regional Sales Managers to resolve field complaints.
  • Act as back-up for other Customer Service Representatives as requested.
  • Keep detailed records of Customer files, updating preferences and requests.
  • Update work instructions when necessary.
  • Perform other related duties as assigned or warranted by circumstances.
Knowledge/Skills/Abilities
  • Maintain a positive, empathetic and professional attitude toward customers at all times.
  • Enter residential products orders: Using header screen, input all information not automatically provided by the computer system, such as customer address information, shipping date, etc. Enter quantity and product code, then verify description and price information which appears. Enter any additional information, into body of order. Enter freight amounts as necessary. Do any changes or maintenance to orders (e.g. changes in quantity, price, etc.) as necessary. Scan orders into the imaging system daily.
  • Handle dealer or homeowner inquiries, providing them with pricing, installation or other information. Fulfill requests for information, sending appropriate literature.
  • Handle all types of questions from customers regarding order adjustments, cancellations and customer changes. Address customer requests for order status or expedites, doing appropriate research as necessary. Resolve questions or complaints regarding debits or credits, factory service, and other issues which require research to ensure customer satisfaction.
  • Handle all customer service issues received from distributors, dealers and homeowners. Research problem, determine solution and/or provide technical information, to ensure the customer's satisfaction. Respond to all inquiries in a timely manner.
  • Acknowledge and resolve customer complaints. When necessary, escalate complaints as appropriate. Work with Regional Sales Managers to resolve field complaints.
  • Act as back-up for other Customer Service Representatives as requested.
  • Keep detailed records of Customer files, updating preferences and requests.
  • Update work instructions when necessary.
  • Perform other related duties as assigned or warranted by circumstances.
  • Ability to understand and interpret technical information.
  • Ability to learn about our product offerings in order to provide accurate information to customers.
  • Ability to interact effectively with others, both within & outside the department.
  • Ensure customer satisfaction and provide professional customer support.
  • Excellent keyboarding and computer skills.
  • Knowledge of math (Algebra level) to determine prices, discounts, etc.
  • Proficiency in Word, Excel and PowerPoint
Qualifications/Prior Experience
  • Two years of prior Customer Service experience preferred.
  • Construction industry experience a plus
  • Steel and Plastic manufacturing knowledge a plus.
Work Environment/Other Requirements
  • Ability to sit at a desk with a computer for eight hours at a time, with appropriate breaks at approximately two-hour intervals.
  • Ability to bend to floor level and reach 4 feet high, to retrieve and file various materials.
  • Ability to move around office level to access files and obtain information from other departments.

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