Associate Representative - Customer Service

As an Associate Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail and/or walk-ins to provide inquiry or problem resolution. You will resolve routine and basic problems and communicate solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow up as needed.

Responsibilities:

- Interacts with customers by phone or in person to provide information and to ensure best service possible.

- Handles and resolves customer complaints, special orders, or returns, via phone or mail.

- Obtains and examines all relevant information to assess validity of complaints and to determine possible causes.

- Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.

- Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken.

- Refers unresolved customer grievances to designated departments for further investigation.

- Completes customer invoicing.

- Identifies additional product or service opportunities with existing or potential clients, and determines with customer sales and service manager, whether customer sales and service or outside sales should manage opportunity.

- Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains.

- Prepares for, attends, and participates in weekly sales meetings.

- Remains current on industry trends, market activity and competitor products.

Qualifications:

- High School Degree or Equivalent required; Associate degree (U.S.)/College Diploma (Canada) preferred

- 0-2 years of relevant experience

- 1 year of sales experience preferred

- Direct Sales (B2B) experience preferred

- Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques preferred

- Knowledge of principles and processes for providing customer and personal services including, customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

- Ability to build working relationships with other functional areas to best support mutual objectives

- Basic problem-solving skills and ability to analyze information in order to provide excellent service to internal and external customers

- Ability to research and resolve customer issues

- Strong written and verbal communication skills

- Basic computer skills

- Ability to effectively prioritize and execute tasks

- Ability to build and maintain long-term relationships with customers

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