Customer Service Representative (CSR) - Innvoke, LLC
Woodstock, GA 30188
About the Job
The Customer Solutions Rep is the primary customer contact for all questions, concerns and issues. This position will interact with customers to provide and process information in response to inquiries. CSR is also responsible for processing orders timely and accurately, as well as performing a variety of duties related to managing the overall customer experience. They monitor daily customer order reports and act on issues that may impact on-time performance and service. Partnering with Sales and other functional areas will be necessary to grow relationships. Outstanding CSRs ensure that problems are resolved promptly and follow up with customers to ensure their satisfaction. They take ownership of problems and ensure that any promises made are kept. This position will be on-site in our Woodstock, Georgia, office.
Responsibilities:
- Provide accurate and timely processing of all incoming calls, emails, and orders by successfully utilizing appropriate resources.
- Serve as Liaison between Customer and Production team.
- Manage customer expectations and keep the customer informed according to established department policies and procedures.
- Determine and escalate service risks as needed.
- Work directly with the Sales Department, Production Planning, and Distribution Team to exceed customer expectations.
- Communicate promptly with internal and external customers regarding customer needs, order activity, and inventory levels.
- Maintain an empathetic, positive, and professional attitude when communicating.
Qualifications:
- One year of customer care or related experience.
- Proficient and computer literate.
- Strong attention to detail and record-keeping skills.
- Excellent organizational and time management skills.
- Able to demonstrate vital thinking, problem-solving, and stress management skills.
- Proficient in gathering, analyzing, and interpreting information to determine conclusions and act accordingly.
- Demonstrate ownership and accountability to daily tasks and issues.
- Able to communicate professionally both verbally and in writing.
- Experience in working with individuals from different professional backgrounds.
- Familiar with CRM systems and practices.
Source : Innvoke, LLC