Customer Service Representative

4 weeks ago


Batavia, Illinois, United States Blue Wave Products Full time
Job Summary:

Blue Wave Products is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our dealers, ensuring that their inventory is received and managed properly, and their orders are entered, filled, and shipped accurately and in a timely manner.

Key Responsibilities:

Respond to all customer correspondence within 24 hours
Process all daily orders received prior to designated cut-off time
Adhere to a 0.2% or less order entry error rate
Troubleshoot and resolve any customer issues and disputes
Coordinate with warehouse staff to maintain proper documents
Learn each Dealer's specific business needs and provide service based on those needs while developing a firm business relationship between Blue Wave and the Dealer
Provide answers to a variety of questions via telephone and email regarding quotes, products, orders, shipments, returns, billing, missing parts, and warranty issues
Enter orders accurately with a goal of same day shipment
Assist dealers in understanding company policies and procedures
Assist in obtaining quotes (from manufacturers) for custom products
Prepare dealer reports as requested on a daily/weekly basis
Work cross-functionally internally and externally to provide one call resolution for Customer/Dealer issues
Make appropriate recommendations to Manager regarding process improvement and increased efficiency
Meet team goals regarding inbound call management and order errors
Ensure information is documented accurately and shared with team members

Requirements:

Superior communication, problem solving, and decision-making skills
Basic computer skills,
Type 50 WPM, preferred
3-5 years Customer service experience (preferred within a manufacturing or distribution environment)
Experience working with a diverse range of customer channels (retail and wholesale)
High school diploma or equivalent
Ability to work in a fast paced, team-oriented environment
Ability to sit for extended periods of time
Regularly work on a computer and focus on a screen or monitor
Ability to safely maneuver within an office setting

Work Environment:

Based in Batavia, IL, this role requires office attendance 4 days per week, 1 day remote. Blue Wave Products offers a comprehensive benefits package, including medical, dental, vision, company-paid life insurance, discretionary bonus, profit sharing 401K, and 3 weeks paid vacation (accrual) and 10 paid holidays.

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