JOB TITLE: Customer Service Representative I
GRADE: Non - Exempt
REPORTS TO: Branch Manager
DEPARTMENT: Customer Service
DIRECT REPORTS? No
POSITION OVERVIEW
It is the primary responsibility of this position to execute all activities directly impacting customers such : to coordinate and manage the data processing / customer ordering process from beginning to the end of the entire process :this includes but is not limited to creating order acknowledgements, posting signed order acknowledgements and processing all payment process type ( CC, Pre paid CC, CCC, Pre pay, COD and credit term payments to individual orders, communicating with bill too / send too customers on deliveries and backorders, and answering general order/material questions.
Moreover, below details additional responsibilities related to maintaining the customer relationship, as well a general office responsibilities.
JOB RESPONSIBILITIES:
Processing order acknowledgements from inception, recording approval documents on order acknowledgements, accepting payment if applicable, and setting delivery of product.
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Provide clerical and administrative support as necessary.
Provide Clerical and administrative support to the Branch Manager.
Provide showroom support by assisting with customer selection as necessary only when needed directed by branch Manager Expectation.
Primary role responsibility is to process and execute for all branches to assist and support synergy leading to create a great customer experience.
ACCOUNTABILITIES AND PERFORMANCE MEASURES:
Time Management
Customer Engagement
Attention to Detail
Well Organized
Sense of urgency
Accuracy in all processes
Follow up with all processes
Open to continuous learning and feedback
Once fully trained and proficient, be an ambassador / point of contact on all data processing.
Be able to train new employees on all the data processes
Work environment & Physical demands
Requires occasional lifting up to 25 pounds.
Requires standing, walking, reaching with hands and arms, climbing or balancing.
Requires occasional stooping, kneeling, crunching, and crawling.
Requires frequent sitting and hands to finger, handle or feel.
Requires consistent ability to talk or hear, as well as taste or smell.
Requires occasional exposure to outdoor weather conditions.
REQUIREMENTS/EDUCATION AND EXPERIENCE:
Non-applicable
PERSONAL ATTRIBUTES:
Positive Attitude – Cooperation, Courteous, Friendly, Honest, Respectful
Teamwork – Collaborative, Team Player, Accept Feedback, Customer Service, Emotional Intelligence, Interpersonal Skills
Work Ethic – Multi-tasking, Organization, Time management & Efficiency, Strategic Planning, Results Oriented, accurate
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