Summary: The Customer Service Representative is responsible for delivering exceptional service to our customers while efficiently managing order processing, returns, and customer inquiries. This role is essential for maintaining customer satisfaction and ensuring accurate order fulfillment.
Core Functions:Order Entry: • Double Key customer orders into the systems to ensure accuracy and data integrity.
• Act as a backup for order entry, ensuring timely processing of incoming orders.
Returns and Credits: • Process Return Merchandise Authorizations (RMAs) and manage customer credit requests according to company policies.
• Communicate effectively with customers regarding the status of returns and credits.
Customer Communication: • Answer incoming customer phone calls promptly and professionally, providing assistance and resolving inquiries.
• Maintain a positive and helpful demeanor to enhance customer experience.
Documentation and Reporting: • Accurately document customer interactions, orders, and return processes in the database.
• Assist in generating reports related to order processing and customer service metrics as needed.
Collaboration: • Work closely with other team members and departments to ensure seamless order processing and enhance overall customer satisfaction.
Duties, responsibilities, and activities are not limited to the list above and may change at any time with or without notice.
Key Measures of Success: - Excellent verbal and written communication skills.
- Strong organizational skills and attention to detail.
- Demonstrated strategic thinking and problem-solving skills.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to identify deficiencies, troubleshoot effectively, and implement solutions.
- Capable of working both independently and as part of a collaborative team.
- Consistently exhibits and displays the company's values of "Own It. Can Do. Act in Love."
- Own It - Commitment to customer, company, and each other.
- Can Do - Team Player, Open to Change, & Pursuing continuous improvement.
- Act in Love - Treating others with humility, respectfulness, kindness, honesty, patience, and self-control.
Supervisory Responsibilities: - None, but may assist in training or guiding administrative staff as needed.
Education & Experience: Minimum Required: - High school diploma or equivalent
Preferred: - Previous experience in customer service or related field
Physical Demands & Work Environment: Work is performed in an office and manufacturing environment. This role will routinely utilize standard office equipment to perform the core functions listed in this job description. This position requires the ability to occasionally lift office products and supplies as well as communicate verbally and electronically. The work is primarily sedentary and requires extensive reading to perform the core functions listed in this job description. However, while traveling, this position will require frequent tours of the company's manufacturing facilities, which involve prolonged periods of walking, standing, and navigating various work areas while actively engaging with employees. While performing the core function of this job, the employee is regularly required to talk, hear, stand, and required to lift to 35 lbs. Reasonable accommodation may be made to enable individuals with disabilities to perform core functions.
Reasonable accommodation may be made to enable individuals with disabilities to perform core functions.
Central States Manufacturing, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.