Job Description: Customer Service Representative
Overview
We are seeking a friendly and dedicated Customer Service Representative to join our team. As the first point of contact for our customers, you'll play a crucial role in ensuring a positive customer experience, handling inquiries and issues with professionalism and care.
Key Responsibilities
- Provide excellent customer service via phone, email, and chat
- Resolve customer complaints and issues efficiently and compassionately
- Process orders and returns accurately including order entry, freight quote, ship route and status, BOL, scheduling carriers, tracking and carrier information
- Invoice shipped orders providing invoice and BOL to customer
- Maintain a positive and helpful attitude at all times
- Document customer interactions and resolutions in our CRM system
- Collaborate with other team members to continuously improve the customer experience
- Follow up with customers to ensure complete satisfaction
- Identify and escalate complex issues to the appropriate department
- Stay up-to-date on product knowledge and company policies
- Meet or exceed key performance indicators (KPIs) for customer satisfaction and resolution time
Required Skills and Qualities
- Positive and Professional Demeanor: Project a friendly, helpful, and professional tone in all interactions
- Adaptability and Resourcefulness: Adjust quickly to new or changing circumstances and resolve challenges creatively
- Clear Communication Skills: Listen actively and respond with clarity, both verbally and in writing
- Self-Control and Responsibility: Stay calm under pressure and take ownership of tasks and outcomes
- Patience: Handle challenging situations with understanding and composure
- Multitasking & Organizational Skills: Effectively manage multiple duties simultaneously, including responding to inquiries and processing orders
- Time-Management: Prioritize and complete tasks promptly, from handling communications to processing, shipping, and invoicing orders
- Teamwork: Collaborate with colleagues to share knowledge and achieve common goals
Qualifications
- Previous customer service experience preferred
- Familiarity with CRM systems and basic computer proficiency
- High school diploma or equivalent required; additional education is a plus
What We Offer
- Supportive team environment
- Opportunities for professional development
- Competitive compensation and benefits
If you thrive in a fast-paced environment, enjoy helping people, and want to be part of a dynamic team that values excellence and growth, we encourage you to apply.