Customer Service Representative

Essential Duties and Responsibilities

- Manage incoming phone calls, emails, and other forms of communication to address the needs of our customers

- Maintain a positive, empathetic, and professional attitude towards customers at all times

- Process incoming quotes, orders, and returns (phone, email, fax, web, other) by entering into our ERP software, in a timely, accurate, and efficient manner

- Input data from customer calls, emails, orders, etc. into the CRM system

- Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency

- Recommend possible products to meet the customers needs

- Prepare reports by gathering data collected during customer interactions

- Build a positive rapport and customer loyalty with new and existing customers through exemplary service

- Process new customer account requests with proper and timely paperwork completion and pleasant, professional communication

- Coordinate logistics of daily shipments to specific customers

- Coordinate production schedule to customers

- Update customers as needed with order status and confirmations

- Process customer credit card payments via our ecommerce platform

- Assist with any billing or shipment questions

- Troubleshoot Exception Notices received from UPS by contacting customers

- Submit customer requests for Certificate of Analysis, Safety Data Sheets, etc.

- Collaborate with other departments to provide the best service to customers through effective teaming

- Support Sales and Marketing staff as needed through CSR functions

- Other duties as assigned

Qualifications

Required Skills and/or Abilities

- Exceptional interpersonal and communication skills, including active listening and clear articulation

- Strong problem solving and conflict resolution skills

- Proficient computer skills – Windows Office programs (Outlook, Excel, Word)

- Ability to build relationships with customers, vendors, and coworkers

- Excellent interpersonal, verbal, and written communication skills

- Must be able to follow instructions

- Strong organization and time management skills

- Self-motivated and able to work independently and in a team setting

Education and Experience

- High School diploma or equivalent, required

- Previous customer service experience in a manufacturing setting a plus

- Experience with ERP and CRM software is desirable