Customer Service Representative

Description

Overview

The Customer Service Representative will be responsible for ensuring that orders are entered, processed, and handled accurately to ensure the customer’s positive experience with the company. He or she will also be responsible for developing and maintaining strong relationships with customers. The Customer Service Representative must be able to troubleshoot and investigate issues to resolve a customer’s problem. In addition, the Customer Service Representative must be patient, empathetic, and an excellent communicator.

Responsibilities:

1. Enter customer orders timely and accurately into the ERP system
2. Provide customers with helpful information, answer their questions, handle customer complaints, and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
3. Handle changes and cancellations to orders, informing other internal personnel and external partners as appropriate.
4. Track open orders daily.
5. Build and maintain strong relationships with the internal departments Work closely with Sales, Product Management, Accounting, Logistics and Purchasing to resolve issues.
6. Maintain customer related files in the system
7. Use system reports to ensure all orders are processed and maintained accurately
8. Maintain a positive, empathetic, and professional attitude toward customers at all times
9. Manage a large number of incoming calls and emails daily
10. Cover Customer Service Representative colleagues’ work during absences seamlessly
11. Additional tasks and projects as assigned by the Manager of Customer Service

Qualifications

Education and Experience

• High school Diploma required.
• Four-year College degree strongly preferred
• Prior experience in a professional office environment preferred
• Basic familiarity with supply chain or the distribution industry ideal
• At least 2 years related experience preferred.

Knowledge and Skills

• Excellent customer orientation
• Excellent written and verbal communication skills
• Excellent listening skills
• Excellent organizational and time management skills
• Excellent attention to detail
• Critical problem-solving skills
• Excellent computer skills including (Microsoft Outlook, Excel, Word, PowerPoint)
• Ability to learn ERP system as it relates to assigned responsibilities: Researching customer, product, & supplier information.

Personal Attributes

• Flexibility and adaptability to changing priorities
• Ability to manage stress
• Ability to stay calm when customers are stressed or upset
• Ability to prioritize
• Personal integrity. The highest standard of personal and professional conduct.
• Good judgement
• Proactive approach
• Team oriented focus
• Ability to work in a fast-paced, dynamic environment with demonstrated ability to timely manage multiple projects and tasks.
• Business focus

Additional Information

FLSA Status: Full-time, Non-Exempt

Location: Norwalk, CT

Hours: 8:30am 5:00pm

Work Authorization: Must be able to show evidence of authorization to work in the US without employer sponsorship

EEO Statement

LBBS is committed to providing a fair and equal employment opportunity for all employees and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.
We believe that employees should be provided with a working environment that fosters productivity and the ability to work to the best of his/her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. We expect and require the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of the activities, duties or responsibilities that may be required and these may change from time to time.