Customer Service Representative
1 week ago
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Blue Wave Products. As a key member of our customer service team, you will be responsible for providing exceptional service to our dealers, ensuring 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
- Superior communication, problem solving, and decision-making skills
- Basic computer skills, required
- 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
Based in Batavia, IL requires office attendance 4 days per week, 1 day remote
Benefits- Medical / Dental / Vision
- Company-paid Life Insurance
- Discretionary bonus
- Profit Sharing 401K
- 3 Weeks Paid Vacation (Accrual)
- 10 Paid Holidays
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