Customer Service Representative
4 weeks ago
The Customer Service Representative plays a vital role in providing exceptional support to IEWC customers. Reporting to the Customer Service Team Lead, this position is responsible for managing customer orders, presale inquiries, and post-sale transactions.
The ideal candidate will possess excellent communication skills, order management capabilities, and system knowledge to support given territories and meet the daily needs of the customer.
As the face of IEWC, the CSR will represent the company's brand and value proposition, ensuring a seamless customer experience.
Key Responsibilities:
- Manage customer orders timely and accurately by reviewing purchase orders, customer material information, and entering orders into SAP.
- Respond to customer inquiries with a sense of urgency and first contact resolution.
- Run back/late order reports and collaborate with customers to manage expectations and resolve problems.
- Administer customer order changes, expedites, tracking, and cancellations.
- Assist in updating customer and material information in SAP.
- Process incoming emails, calls, and faxes promptly and accurately.
- Work independently in a fast-paced environment and contribute to process efficiency and customer experience continuous improvement efforts.
- Resolve product or service problems by clarifying customer complaints, determining causes, and providing solutions.
The ideal candidate will possess strong verbal, listening, and written communication skills, as well as working knowledge of Microsoft Office and Excel. Ability to work in a Windows environment and learn multiple computer applications is also required.
Qualifications:
- Associates degree or 2+ years of customer service or equivalent job-related experience.
- Strong time management, multi-tasking, and organizational skills.
- Ability to work under pressure and make decisions autonomously.
- Strong attention to detail in a dynamic environment.
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