Customer Service Representative

JOB OVERVIEW

JOB TITLE

CUSTOMER SERVICE REPRESENTATIVE

LOCATION

OFFICE

REPORTS TO

CUSTOMER SERVICE MANAGER

JOB DESCRIPTION

CSR III duties include but not limited to require direct contact with a customer, dealer, sales consultant to answer questions regarding Eagle products, shipments, complaints or concerns. The CSR must have the ability to communicate in such a way that they are a positive reflection of the company.

DUTIES & RESPONSIBILITIES

• Receives inbound calls from customers
• Enters and processes customers' orders using the direct order entry system
• Arranges shipping of orders through the shipping department and common carrier services
• Monitors order schedules to track order progress
• Contacts production control and shipping department to arrange order to be processing and shipping of orders
• Quotes prices to inquiring customers via phone through quote system
• Verifies inventory levels available via in-house computer system
• Issues credits and return authorizations
• Makes daily outbound calls to customers and dealers to solicit product sales
• Reviews dealer sales using monthly sales reports
• Analyzes sales levels and suggests new sales strategies
• Resolves problems with freight damage and shortages
• Corresponds to other departments through the interoffice e-mail system

SKILLS & ABILITIES

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and write routine reports and correspondence
• Speak effectively before groups of employees in the organization

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and write routine reports and correspondence
• Speak effectively before groups of employees in the organization
• Ability to multitask several processes at one time

EDUCATION & TRAINING

• High school diploma or general degree (GED) OR

• One to three months related experience and/or training; or equivalent combination of education and experience
• Use of Excel, Word Programs and Outlook

KNOWLEDGE & EXPERIENCE

• Building and maintaining business relationships with clients to ensure customer loyalty
• Mentor; give direction to junior CSR's
• Ensure deliver of excellent customer service; accuracy in processing orders
• Able to resolve customer inquiries/complaints

WORKING CONDITIONS

WORK ENVIRONMENT

While performing the duties of this job, the employee is regularly required to sit, use hands handle or feel; and talk or hear. The employee frequently is required to reach with hand and arms, occasionally required to walk, stand. The employee must occasionally lift and/or move up to 10 pounds. Must be able to be on a phone constantly.