CUSTOMER SERVICE REP/ACCOUNT SPECIALIST - Staff Icons
Avenel, NJ
About the Job
Customer Service Representative Role
The customer service position interacts daily with many different departments including sales, manufacturing, finance, and supply chain. Our orders can be complex, and it is critical to understand our products, internal processes, as well as our customer's business. The customer service department is responsible for providing an effortless experience to our customers with every transaction/interaction.
Responsibilities include, but are not limited to :
Mon-Fri 8AM 4:30PM position with potential for OT, coming in early or weekends if there is inventory
**The responsibilities listed are an overview and do not include every possible aspect of the job function. Duties can be reassigned at the discretion of the department manager within the scope of the role.
The customer service position interacts daily with many different departments including sales, manufacturing, finance, and supply chain. Our orders can be complex, and it is critical to understand our products, internal processes, as well as our customer's business. The customer service department is responsible for providing an effortless experience to our customers with every transaction/interaction.
Responsibilities include, but are not limited to :
- Execute Customer Service team objectives as defined by the Customer Service Manager.
- Operate software (Microsoft NAV, Microsoft Word, Microsoft Excel, Microsoft Access Databases, Microsoft Outlook, Salesforce, Slack, Customer Sales portals, Customer Document portals) efficiently and accurately.
- Read emails DAILY and respond to customer inquiries in a timely manner. A response should be sent to customers by end of business day on date inquiry is received, either with a resolution or to advise that the inquiry is being worked on.
- Forward more complex Customer Service problems to the Customer Service Manager and involve others who can help.
- Enter and modify customer orders with attention to detail to prevent errors.
- Advise customers of shipments and provide tracking information.
- Keep records of customer interactions, and file documents.
- Data entry to keep and maintain customer information up to date.
- Enter and maintain customer contracts/blanket orders.
- Answer incoming phone calls.
- Work closely with other departments within the company to ensure customer requirements are being met.
- Excellent verbal and written communication skills.
- Proficient computer skills with the ability to multi-task among software.
- Ability to solve problems logically and critically.
- Demonstrate effective time management and organizational skills.
- Positive attitude/Team player
- Self-Starter
- Able to work within a group and independently.
- Order entry/Order Updates (including sending any necessary internal email, printing reports, checking pricing, creating item extensions etc.)
- Enter and maintain blanket orders/contracts.
- Provide necessary documents for shipments as per the customer's specific requirements.
- Shipment Notifications to include all information and documents as per the customer's specific requirements.
- Create, update, and maintain customer cards, customer checklists, customer document folder, cross references etc.
- Process all customer regulatory document requests received by customer service (includes entering in the client services database, communicating with internal departments to obtain required documents, sending to customer, and saving in the customer's folder)
- Create and send quotes when necessary. (Save sent email in customer folder and enter information into costs and quotes database)
- Respond to customer inquiries in a timely manner.
- Print labels as necessary.
- Second-check fellow team member's order entry to ensure accuracy.
- Projects or tasks as assigned by Management to maintain the organization and efficiency of the department.
Mon-Fri 8AM 4:30PM position with potential for OT, coming in early or weekends if there is inventory
**The responsibilities listed are an overview and do not include every possible aspect of the job function. Duties can be reassigned at the discretion of the department manager within the scope of the role.
Source : Staff Icons