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Customer Service Representative

2 months ago

Portland, Maine, United States EnviroLogix Full time

Job Summary:

This position plays a critical role in interacting with EnviroLogix customers to secure information necessary to process orders and respond to inquiries, concerns, and requests about products and services.

Key Responsibilities:

  • Operate with a continuous improvement mindset, seeking opportunities to enhance the overall customer experience with both internal and external facing solutions.
  • Resolve all customer requests in a timely fashion, anticipate customer needs, and coordinate appropriate and timely internal and external responses.
  • Set up new customer accounts, process orders, and requests from customers through the Enterprise Resource Planning (ERP) system.
  • Keep accurate records of customer interactions and transactions through Salesforce.
  • Identify upselling opportunities and partner with members of the sales team to escalate the opportunities.
  • Issue refunds/credits to customers as issue resolution in partnership with the Manager, Customer Service.
  • Contact customer billing departments regarding past due invoices and invoices coming due to result in increased billing terms compliance.
  • Prepare and distribute customer activity reports or other reports as requested.
  • Cross-train team members on order process.
  • Identify, develop, and document customer service team process Standard Operating Procedures (SOPs).
  • Follow established safe work practices and work in a safe manner, following EnviroLogix safety policies and procedures, and report and unsafe or hazardous conditions to the supervisor or the Environmental, Health, and Safety department for corrective action.

Requirements:

  • Self-motivated; must be able to work effectively as a member of a team as well as in an independent role.
  • Positive work ethic and passionate attitude.
  • Self-motivated, execution-oriented with the ability to effectively prioritize and execute tasks in a fast-paced environment where distractions are common.
  • Proven ability to work well in a team environment with sound problem-solving skills.
  • Ability to prioritize, multi-task, and perform effectively under pressure.
  • Strong verbal and written communication skills.
  • Customer focus is essential.
  • Experience with ERP system (Epicor preferred) and a plus.

Physical Requirements:

  • Ability to utilize a computer for extended periods of time.
  • Ability to work within an office environment.