What are the responsibilities and job description for the Customer Service Representative position at Shape Technologies Group?
General Purpose:
Reporting to the Customer Service Manager, the Customer Service Representative will perform the duties and responsibilities of quoting, order processing, and shipment tracking to drive customer satisfaction.
Major Duties and Responsibilities:
- Expedite, process and input customer orders by exercising approved authority within given guidelines/policies to insure completed delivery of customer orders.
- Assists with the processing and troubleshooting e-commerce orders and various web-based requests.
- Provides timely response to inquiries regarding production, assembly, accounting, and shipping concerns.
- Reports detailed customer notes and trouble tickets via internal CRM tool.
- Maintain customer records and files.
- Function as liaison between customers and Flow International associates to facilitate quick resolutions of customer requirements or concerns.
- Provide software registration assistance for customers.
- Work with Technical Services to help provide part numbers for basic consumable parts to customers who request them.
- Actively participate in aftermarket sales, including making outbound calls and providing promotional information to customers.
- Responsible for helping the customer care team meeting annual, quarterly, and monthly business goals.
Knowledge, Skills and Abilities:
- Relentless customer advocate, experienced in finding solutions to improve relationships and drive growth
- Intermediate level of analytical ability where problems are complex.
- Strong verbal and written communication skills.
- Ability to work independently.
- High level of interpersonal skills to work effectively with others, solicit input from customers, and obtain cooperation from associates in other departments.
- Innovative/creative thinking.
- Quick learner able to adapt quickly while in learning mode.
- Ability to work remotely in a home office when required.
- Demonstrated ability to prioritize and manage multiple tasks
- Attention to detail for accuracy.
Education and/or Training:
- High school graduate or equivalent training.
- Minimum of two (2) years of experience in a customer service role
- Ability to work with website
- Familiarity with various computer systems, web-based programs, and phone experience.