E-Customer Service Rep

Job Summary:

The Customer Service Representative (CSR) serves as a primary contact for customers, addressing inquiries, resolving complaints, and ensuring satisfaction with the organization’s products and services. This role includes periodic outreach to existing customers to assess their satisfaction and foster strong relationships. The CSR is responsible for accurate order entry, including verifying product details, pricing, shipping methods, and lead times to ensure on-time delivery. Working closely with internal departments, the CSR ensures all orders are processed efficiently and accurately. A thorough understanding of the organization’s policies, procedures, practices, and products is essential to effectively meet customer needs and uphold organizational standards

Essential Job Functions:

• Perform data entry to process customer purchase orders, sales invoices (as backup), new customer setups, and other relevant data with accuracy and efficiency.
• Update and maintain order statuses in the ERP system, ensuring data integrity and accessibility.
• Monitor and manage open orders
• Process purchase orders and pricing requests, ensuring alignment with customer specifications and organizational standards.
• Coordinate and communicate effectively with customers and internal departments to process job orders and ensure timely delivery.
• Provide accurate information about product availability, delivery timelines, and pricing details to customers.
• Recommend alternative products based on cost, availability, or specifications to meet customer requirements.
• Educate customers on product terminology, features, and benefits to enhance sales and satisfaction.
• Address and resolve customer concerns and inquiries promptly, functioning as a liaison between the company and customers.
• Make periodic calls to existing customers to assess satisfaction with products, services, and the organization.
• Manage existing customer accounts, ensuring their needs are met and fostering long-term relationships.
• Monitor and report on backlog orders, providing visibility into outstanding orders and ensuring timely resolution.
• Prepare professional correspondence, memoranda, emails, and faxes, utilizing individual initiative and adhering to organizational standards.
• Perform general clerical duties, including filing, photocopying/scanning, faxing, and mailing, while maintaining a highly organized filing system.
• Serve as a second-level backup in preparing customer sample requests and packets, ensuring accuracy and completeness.
• Serve as a second-level backup for answering and screening telephone calls, taking accurate messages with a high degree of professionalism and courtesy.
• Work closely with the Commercial Operations Administrator and other departments to meet customer requirements and ensure smooth operations.
• Provide backup support in preparing customer sample requests and product packets.
• Demonstrate a high level of professionalism in handling confidential and sensitive issues.
• Uphold organizational policies and procedures in all customer and internal interactions.
• Provide back-up assistance for team tasks, ensuring seamless operations during absences or high-demand periods.
• Assist leadership in ad-hoc tasks and special.