What are the responsibilities and job description for the Customer Service Representative position at USA – DuBois Chemicals, Inc?
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We're committed to bringing passion and customer focus to the business.
POSITION SUMMARY:
DuBois Chemicals is seeking a full-time Customer Service Representative to provide the highest level of service to all internal/external customers. Responsible for processing orders accurately and promptly. Deliver meaningful business results while aligning with customer experience strategies and corporate standards. Demonstrate the company’s core competencies of communication, customer focus, innovation, integrity & ethics, lean & safety, and passion to succeed.
ESSENTIAL FUNCTIONS:
•Accurately process customer orders received via phone, fax, email, web, and ecommerce in adherence to department and company policies.
•Maintain customer notes, special requirements, assigning proper ship dates, carriers, and manufacturing/shipping facility.
•Effectively answer incoming calls from call queues within established metrics.
• Respond to inquiries from customers and field personnel related to order status, shipments, order and product issues, pricing, invoices, credits, and returns.
• Responsible for the customer experience (timely and accurate responses, approachable, accessible).
• Effectively recognize impact of work on internal and external customers.
• Solve the root cause of problems by moving towards valid solutions.
•Promote a culture of consistency, accountability, and continuous improvement.
•Effectively prioritize multiple projects with specific deadlines.
•Develop best-in-class practices that support superior service levels while identifying opportunities that create process efficiencies and cost-effective solutions.
•Enthusiastically commit to the success of the team, customer, and business.
•Execute with excellence and generate ideas for operational efficiencies.
•Participate in activities designed to improve customer satisfaction and business performance.
•Must be able to perform the essential functions of this position with or without reasonable accommodation.
MINIMUM POSITION QUALIFICATIONS:
•Associate or bachelor’s degree business administration preferred.
•2 years of management experience in customer service.
•Strong customer service background required.
•Spanish and French fluency preferred.
•Excellent oral and written communications skills, as well as strong interpersonal skills
•Ability to establish and maintain cooperative and effective relationships with all levels of the organization.
•Ability to manage shifting priorities/change in a fast-paced environment.
•Proficient in Microsoft Office
•Strong problem solving and analytical skills for timely and thorough problem resolution.
•Ability to work independently with minimal supervision; self-motivated and directed with a pro-active work ethic.
•Proficient at multi-tasking, managing time and prioritizing with attention to detail.
DuBois provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, gender expression, genetic information, service in the military, veteran status, or any other protected status in accordance with applicable federal, state, and/or local law and/or regulation.
