Customer Service Representative

Description

This position requires a detail-oriented individual that serves customers by providing product and service information; as well as resolving any product or service problems. This individual should work well in a fast paced and diverse environment, be an eager and quick learner, and have a passion for bringing customers exemplary service.

• Bilingual (Spanish and English) candidates preferred.

Essential Duties

• Answer telephone in a professional and courtes manner— as you are the first line to customers.
• Handle customer requests and complaints and direct to management (form filled out).
• Take and enter customer orders with 99% accuracy.
• Understand the order taking and delivery processes and have the ability to convey these processes to the customers.
• Understand and have an ability to relay lead-time on non-stock items.
• Perform any and all other tasks, jobs, and or assignments as directed by management
• Have a working knowledge of operations, delivery days, holiday schedules, and the ability to convey these to customers.
• Attract potential new customers by answering product and service questions; suggesting information about other products and services; and demonstrating an over-all expertise.
• Must have computer skills and able to navigate our inventory system.
• Assist customers who are looking for their orders, the ability to use our Fleet Tracking system and providing an estimated time of arrival (ETA).
• Resolve product or service problems by clarifying a customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Have a working knowledge of inventory and how to access inventory to better assist customers.
• Create a customer spec sheet.
• Communicate with drivers to understand any mistakes made with an order.
• Provide the Sales team with the drivers’ manifests and real-time information.
• Perform related duties as required by supervisor.

Requirements

• Must have great phone personality.
• Must demonstrate a vast knowledge of our products.
• Must have strong organizational skills and ability to follow-through on customers’ requests.
• Must be able to multi-task, and highly flexible when responding to requests.
• Must be customer-service oriented.
• Must possess excellent interpersonal and communication skills, and creative problem-solving skills.
• Must be willing to do both high-level and low-level tasks.
• Must be a team player.
• Must demonstrate market knowledge and documentation skills
• Must be able to independently resolve conflict by analyzing information.

We are an Equal Opportunity Employer.