Customer Service Reps (CSRs) receive and schedule orders via telephone and email. CSRs are required to learn
Nexus, Parallel Products' proprietary and newly implemented order entry and billing system. The successful candidate must demonstrate an ability to comprehend complex and changing demands and priorities and an understanding of customer products shipments to/from the company's six facilities and nineteen third party facilities across the United States. CSRs are involved in order processing, logistics management, and customer relationship management. Parallel Products' CSRs must be knowledgeable of customers' individual product and shipping needs, have a fundamental understanding of logistics and shipping, and be able to coordinate shipments with plant operations. Parallel Products' CSRs must be able to work with and effectively communicate within all areas of the company which would include plant operations, sales, accounting, TTB Compliance Officers, and other support functions.
Job Duties
- Confer with customers by telephone or email-form to provide information about products or services, take or enter orders, cancel accounts, reschedule orders, or obtain details associated with customer accounts.
- Check to ensure that appropriate changes are made to resolve customers' requests.
- Keep records of customer interactions or transactions, recording details of inquiries, order creation, issues, or comments, as well as actions taken as needed.
- Amend account records, amend or add contact information, or issue service discontinuance orders.
- Refer unresolved customer account creation, quotes, or grievances to designated departments for further investigation.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Obtain and examine all relevant information to assess validity of concerns and to determine possible causes, such as extreme weather conditions that delay shipments.
- Correctly enter customer orders into NEXUS, including completion of scheduling services and completing transactions by emailing order summaries to customers.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Work with internal TTB Compliance Officers to resolve how claims are completed.
Other duties as assigned
Hours: Monday-Friday on First Shift