CUSTOMER SERVICE REP

Overview:

The primary focus of the Customer Service Representative (CSR) is to provide quality service to our customers in a courteous and helpful manner. The CSR will effectively communicate with a diverse customer base via phone and email. The CSR responds to inquiries, places orders, problem solves, communicates product and order information, and performs related duties as required. This role is the primary point of contact for internal and external customers and handles requests such as order placement and tracking, product and lead time information, quotations, and sample and literature requests.

Essential Job Functions and Responsibilities:

• Provides superior customer service through effectively responding to all inbound customer calls and emails using Zendesk and Micorsoft Outlook
• Completes order processing and pricing functions using Microsoft Dynamics ERP system
• Communicates product information, availability, pricing, and lead time information
• Provides outbound communication as necessary to resolve and follow-up on requests
• Utilizes all available tools to accurately carry-out day-to-day tasks and responsibilities
• Accurately obtains custom shipment or expedited freight requests, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team
• Creates and maintains additional information in ERP and CRM systems, including order details, product specific feedback, address information, billing information, and contact preferences
• Responsible for achieving all goals and metrics as assigned
• Participation in special projects or tasks as assigned
• Assists/backs-up peers