Service Operations Representative
2 weeks ago
Customer Service Representative
Job Category: Operations
Position Overview:
The Customer Service Representative plays a crucial role in ensuring customer satisfaction by addressing inquiries, processing orders, and resolving complaints in a timely and professional manner.
Key Responsibilities:
- Engage with customers through various communication channels including phone, email, and in-person interactions to receive orders and service modifications.
- Handle complaints related to billing or service issues, directing unresolved matters to the appropriate departments for further investigation.
- Input and process customer orders and payments, ensuring accuracy and completeness.
- Generate necessary documentation for customer orders, verifying special requests and maintaining inventory records.
- Coordinate urgent shipping requests with logistics teams to ensure timely delivery.
- Track order status and keep customers informed about their shipments and any relevant updates.
- Verify the accuracy of invoices and maintain strong relationships with customers by addressing inquiries and concerns promptly.
- Report customer feedback to management, highlighting any potential areas of dissatisfaction.
- Act as a liaison between the warehouse and customers regarding account management and invoicing issues.
- Perform clerical tasks as needed, including answering calls, operating office equipment, and greeting visitors.
- Maintain an up-to-date procedure manual detailing processing requirements for each account and prepare reports related to customer service activities.
- Notify management of any customer requests for changes in shipping or handling procedures.
- Collaborate with management on product routing for customer orders.
- Fulfill additional duties as assigned.
Qualifications:
- High school diploma or equivalent.
- At least 6 months of relevant experience or training.
- Familiarity with AS400 systems and warehouse management software is preferred.
- Proficient in Microsoft Office Suite, including Outlook, Word, and Excel.
- Strong written and verbal communication skills.
- Able to analyze and solve practical problems effectively.
- Capable of interpreting various forms of instructions.
Work Environment:
This position requires regular use of hands for various tasks, and the ability to sit, reach, and communicate effectively. The role may involve lifting up to 25 pounds and exposure to different environmental conditions.
The responsibilities outlined are essential functions of the role, as defined by the standards of the Equal Employment Opportunity Commission (EEOC) and the Americans with Disabilities Act.
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