Customer Service Representative

Responsibilities

• Serve as the initial point of contact for customer inquiries and issues, responding promptly,
  professionally and empathetically.
• Identify and resolve customer concerns, ensuring their satisfaction and exceeding expectations
  while partnering with Sales Reps on pertinent customer communications.
• Assist customers with order processing, shipment tracking, and returns or exchanges.
• Follow customer orders through the full process from the time of receipt via phone, email or
  electronic data transfer to order entry in Erp system and through shipping and invoicing
• Maintain accurate records of customer interactions and inquiries.
• Collaborate with other departmental teams (Sales Reps, Plant personnel, Sales Support, QA,
• Regulatory, Logistics and Warehouse) to resolve customer issues. Escalate complex problems as
  needed to ensure a positive customer experience.
• Maintain high customer satisfaction by building rapport and establishing strong relationships with
  customers and sales representatives to anticipate and collaborate on customer future needs.
• Assist with preparing multiple report metrics to analyze various departmental KPIs.
• Follow communication procedures, guidelines, and policies while maintaining a positive brand
  image for the company.

Qualifications

• Bachelor’s degree or anticipated completion date.
• Proficiency in using relevant computer systems and software. Strong Excel skills required.
• Ability to multi-task and handle high-pressure situations.
• Attention to detail and accuracy.
• Empathy, patience, and a positive attitude.
• Excellent communication and interpersonal abilities.
• Strong problem-solving skills and the ability to resolve customer issues.
• Exceptional customer service skills with a strong focus on customer satisfaction.