Senior Customer Service Representative

2 weeks ago


Denville, New Jersey, United States TRI-K Industries Full time
Job Summary:

As a Senior Customer Service Representative at TRI-K Industries, you will be responsible for providing exceptional customer service and support to our clients. Your primary focus will be on processing incoming customer orders and sample orders, preparing quotes, addressing inquiries, and providing follow-ups to ensure customer satisfaction.

Key Responsibilities:

Receives and processes sales orders and sample orders in an efficient and expedient manner
Prepares and forwards order acknowledgements
Responds to general inquiries from customers and sales representatives related to orders, products, literature, shipping and delivery, availability, packaging, and ETA's
Works closely with sales representatives to be proactive in meeting customer needs and keeping them informed of all activities associated with their accounts
Supports customer relations and assists with problem resolution in a timely and professional manner
Interacts and works with Technical Service to resolve customer complaints through the CAPA process within specified timeframe
Recommends alternate products when possible, and refers customers to technical services or sales for assistance when needed
Proactively monitors and keeps customers and sales advised of shipment dates, production schedules, delivery dates
Assists shipping with efforts to maintain quality service by maintaining updated shipping and packaging requirements
Works in coordination with the GCD team and is responsible for picking and billing of orders
Updates and inputs all customer related information into NAV
Prepares and runs reports through NAV and performs special projects as requested

Requirements:

High School Diploma or Associate Degree with two years related experience and/or training; or equivalent combination of education and experience
Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures
Ability to write reports and business correspondence
Ability to effectively present information and respond to questions from managers, clients, and customers
Ability to calculate figures and amounts such as discounts, interest, commissions, percentages
Ability to solve practical problems and deal with a variety of concrete variables
Ability to interpret a variety of instructions furnished in written, oral, diagram, or table form
Knowledge of Order Processing software; Word Processing software; Spreadsheet software; Internet software; Project Management software and Contact Management systems

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This is an office environment and the noise level in the work environment is low to moderate.

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