Customer Service Representative
3 weeks ago
We are seeking a highly skilled Customer Service Coordinator to join our team at WernerCo. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our internal and external customers, ensuring a positive experience that aligns with our service delivery strategy.
Key Responsibilities
• Receive and process customer calls, inquiries, and service requests from start to finish in a professional and efficient manner.
• Demonstrate functional skills to troubleshoot and resolve technical problems and account inquiries through verbal and written means.
• Maximize the customer experience by identifying and articulating solutions with a focus on first-call resolution.
• Resolve customer complaints and concerns through active listening, empathy, professionalism, and problem-solving, escalating issues when necessary to expedite prompt resolution.
• Correct discrepancies on customers' accounts and research service disruptions as needed.
• Proactively contact customers with order resolution, current shipping information, and corrective action on late or problematic orders.
• Process product returns and credit requests as assigned.
• Timely acceptance and processing of inbound orders, including purchase orders, show orders, samples, reverse & rebills, EDI, RMA's, etc.
• 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.
• Review and action daily order management reports, taking necessary actions to understand and communicate order statuses.
• Follow established troubleshooting and case documentation procedures.
Requirements
• Minimum 2 years' experience working in a customer-facing service role.
• Associate Degree in Business Administration or equivalent.
• Must possess a professional, friendly attitude and strong telephone handling skills to quickly develop a rapport with internal and external customers over the phone.
• Excellent interpersonal, written, and oral communication skills.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
What We Offer
At WernerCo, we offer a dynamic and supportive work environment, opportunities for growth and development, and a competitive compensation package.
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