Customer Service Representative

KEY RESPONSIBILITIES:

• Maintains good customer relations, including building sustainable trust through open and interactive communication
• Assists TCF outside sales representatives primarily via email and secondarily via phone with scheduling, order status, expedite requests, shipping information, freight issues or other matters
• Works with operations and internal sales on order and shipping expedite requests
• Provides documentations, including invoices and receipts, as requested by stakeholders
• Follows up with purchasing on purchase requisitions for drop ship orders.
• Advises outside sales representatives on rework status of returned items
• Keeping records of customer interactions, processing customers’ accounts, and filing documents
• Handles internal and external credit requests for product returns
• Assist Plymouth Customer Service with customer supplied product receiving process
• Directs customers with questions or other issues to the correct department
• Handles customers inquiries and complaints, providing appropriate solutions and alternatives within an appropriate time frame; following up to ensure resolution
• Processes no charge warranty issues or sales concessions for replacement components or products that are missing
• Establishes a strong understanding of company products
• Collaborates with sales coordination and sales teams to ensure that customer needs are met.
• Identifies and recommends internal improvement opportunities
• Assists with direction to correct department on all other questions or issues from internal or external customers
• Act, Live, and Behave by TCF Core Values
• Other duties as assigned

QUALIFICATIONS:

• Associates Degree preferred or equivalent experience
• 2 years working in corporate environment, preferred
• Proficient computer skills, especially Microsoft Office applications
• Ability to learn software systems, sales processes and product lines
• Ability to manage multiple tasks and deadlines simultaneously
• Ability to thrive in a fast-paced environment
• Customer service orientated, and a willingness to help others
• Ability to build relationships and build trust
• Strong phone and email communication skills, including active listening and professionalism
• Excellent interpersonal skills, including verbal and written communication

PHYSICAL DEMANDS/WORKING CONDITIONS:

• Standard office environment
• Ability to occasionally lift up to 20 pounds
• Ability to occasionally climb, balance, stoop, kneel, reach
• Ability to work extended hours sitting at a computer