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Customer Service Representative

2 months ago

West Middlesex, Pennsylvania, United States WernerCo Full time
About WernerCo

We are a leading manufacturer of market-leading products and brands, with a strong focus on end-user needs. Our product development process ensures ease of use, productivity, durability, and safety for our customers.

Job Summary

The Customer Service Coordinator (CSC) is a key role within our organization, responsible for providing end-to-end support to our internal and external customers. This position requires a professional, friendly attitude and strong telephone handling skills to develop a rapport with customers over the phone.

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 verbal and written means.
  • Customer Experience: Maximize the customer experience by identifying and articulating solutions with a focus on first-call resolution.
  • Dispute Resolution: Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving.
  • Order Management: Process product returns and credit requests, as well as timely acceptance and processing of inbound orders.
  • Order Fulfillment: Lead the daily order fulfillment flow to resolve daily execution issues.
  • Reporting and Documentation: Review and action daily order management reports, taking necessary actions to understand and communicate order statuses.
Requirements
  • Experience: Minimum 2 years of 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.