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Customer Service Representative

2 months ago

West Middlesex Pennsylvania, United States WernerCo Full time
Job Description

**Job Title:** Customer Service Coordinator

**Company:** WernerCo

**Job Summary:

We are seeking a highly skilled and customer-focused Customer Service Coordinator to join our team. As a key member of our customer service department, you will be responsible for providing exceptional support to our internal and external customers, ensuring a positive experience that aligns with our company's service delivery strategy.

Key Responsibilities:

  • Customer Support: Receive and process customer calls, inquiries, and service requests from start to finish in a positive, efficient, and professional manner.
  • Troubleshooting and Resolution: Demonstrate functional skills to troubleshoot and resolve technical problems and account inquiries through both verbal and written means.
  • Customer Experience: Maximize the customer experience by identifying and articulating solutions with a focus on first-call resolution.
  • Complaint Resolution: Resolve customer complaints/concerns through active listening, empathy, professionalism, and problem-solving. When appropriate, follow established escalation procedures to expedite prompt resolution.
  • Account Management: Correct discrepancies on customers' accounts and research service disruptions as necessary.
  • Order Fulfillment: Proactively contact customers with order resolution, current shipping information, and corrective action on late or problematic orders.
  • Product Returns: Process product returns and credit requests as assigned.
  • Order Management: Timely acceptance and processing of inbound orders, including purchase orders, show orders, samples, reverse & rebills, EDI, RMA's, etc.
  • Order Fulfillment Flow: Lead the daily order fulfillment flow to resolve daily execution issues, including splitting orders when necessary, special requests, new customer account setup, account maintenance, price discrepancy management, etc.
  • Order Management Reports: Review and action daily order management reports, taking necessary actions to understand and communicate order statuses.
  • Documentation: Follow established troubleshooting and case documentation procedures.

Qualifications:

  • Experience: Minimum 2 years' experience working in a customer-facing service role.
  • Education: Associate Degree in Business Administration or equivalent.
  • Skills: Professional, friendly attitude, strong telephone handling skills, excellent interpersonal, written, and oral communication skills, strong work ethic, and self-starter ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.