Customer Service Representative

Top Job

Located in Chino, CA

Salary: $20 to $21

 

POSITION SUMMARY

The Customer Service is responsible for providing service and support to customers through phone and email interactions and/or order processing activities. The individual will be responsible for assisting customers with the ordering process including, processing, verifying, and changing orders when necessary while delivering a pleasant experience that will foster a lasting relationship between the customer and the Client.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Builds relationships and positively interact and communicate with customers, both internal and external
• Receives, processes, and verifies the accuracy of orders from customers utilizing the company's software system and customer purchase orders
• Answers incoming customer calls or emails regarding orders, invoices, product, and other general inquiries
• Maintains a high level of professionalism with customers and working to establish a positive rapport with every caller
• Works with leadership to stay updated on product knowledge and be informed of any changes in company programs and policies
• Initiates required action for response to a customer service request for order changes, including the maintenance of order information files. Communicate changes to the appropriate personnel
• Receives inquiries from and/or contact the company's field offices to resolve a variety of order related issues
• Operates a computer workstation to obtain and extract order information.
• Provides Customer Service management with the data for inclusion in various scheduled and special reports
• Performs assigned system maintenance to various electronic order files
• Prepares, generates, and distributes daily reports and order acknowledgments to appropriate personnel as necessary
• Maintains a working knowledge of company-required software, computer, and office equipment
• Provides back-up support to other team members in the performance of job duties as necessary
• Performs other related duties as assigned.

CRITICAL SUCCESS FACTORS

• Desire to problem solve while remaining calm and tactful
• Customer service focused; demonstrates energy, enthusiasm, and a "customer first" attitude to both internal and external customers
• Ability to solve practical problems and deal with variables in situations where standardized methods and procedures may exist. Must possess decision making skills to determine when exceptions are needed to provide resolution to the situation
• Comfortable and confident communicating on the phone
• Strong attention to detail and accuracy in work produced
• Ability to multi-task daily
• Demonstrated ability to meet deadlines and effectively organize and prioritize multiple tasks at once
• Ability to handle multiple tasks, and function in a team-oriented, fast-paced environment

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• High school diploma/GED equivalent with 5+ years of related experience or associate's degree in business with 2+ years of related experience
• Strong verbal and written communication skills
• Proficient in Microsoft Office applications, Outlook, Word, and ability to learn ERP system.

PREFERENCE:

• Bachelor's degree in business administration or related field.

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