Customer Service Representative
5 days ago
Job Summary:
The Customer Service Representative will provide exceptional customer service to internal and external customers of Icon Protection. This role requires excellent communication skills, in-depth knowledge of company products and services, and the ability to work independently and as part of a team.
Key Responsibilities:
- Provide timely and accurate responses to customer inquiries and orders.
- Build and maintain positive relationships with customers through consultative rapport and excellent communication skills.
- Process customer sales orders, backorders, and pick tickets in a timely and accurate manner.
- Make customer recommendations to optimize product mix and increase sales in orders.
- Make logistics and freight decisions based on cost and customer needs.
- Provide quick response to incoming customer order status and product knowledge requests.
- Partner with sales, marketing, purchasing, production, and shipping/receiving teams to resolve customer issues and improve customer satisfaction.
- Perform outbound calls to customers to collect customer satisfaction information.
- Process customer returns according to established department policies and procedures.
- Work closely with the credit department to resolve disputed credit items.
- Address customer issues and ensure effective and long-term problem resolution.
- Follow up to ensure that all requests and/or problems are resolved satisfactorily.
- Provide timely feedback to the company regarding service failures or customer concerns.
Qualifications:
The ideal candidate will possess customer service experience, a high school diploma, and a post-secondary degree. They will also have demonstrated aptitude for problem-solving, excellent verbal and written communication skills, and proficiency in using Microsoft Office Suite applications.
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