Customer Service Admin

Located in Grants Pass, OR

Salary: $17.00

The Customer Service Representative is a relationship specialist acting as a liaison between customers and company staff, supporting and balancing the needs of both. This position is responsible for working one-on-one with customers, assisting in the process of sales orders, order entry, verification of orders, order tracking, and coordination of product delivery. The role involves communicating by phone and e-mail with customers and colleagues, maintaining records, and performing various clerical duties using knowledge of business systems and procedures. Additional duties include greeting visitors, customers, and the general public and assisting with the switchboard.

Responsibilities:

1. Maintain a positive, empathetic, and professional attitude toward customers, prospects, and coworkers at all times.
2. Enter customer/prospect data into Customer Relationship Management (CRM) database as required.
3. Provide copies of all customer correspondence to assigned sales representatives.
4. Respond to emails and phone messages within 4 working hours of receipt, even if only to confirm receipt. Strive to resolve issues within 48 hours, or provide ongoing updates every 48 hours until resolved.
5. Communicate with customers through various channels such as phone, portal, fax, text, and email.
6. Learn to work within and manage activity in customer portals, as required.
7. Acknowledge and resolve customer complaints in a timely manner (acknowledge within 24 hours, with updates every 48 hours until resolution).
8. Process requests for quotations, orders, forms, applications, and other requests within established timeframes.
9. Inform customers and sales representatives of order status, especially when delivery dates may be delayed. Communicate potential late deliveries as soon as they are known.
10. Keep accurate records of customer interactions, transactions, comments, and complaints.
11. Communicate and coordinate with colleagues as necessary.
12. Ensure customer satisfaction by providing professional customer support.
13. Perform special assignments and other duties as required.

Requirements:

• High school diploma, GED, or equivalent required; additional education and/or prior customer service experience preferred.
• Ability to remain calm and professional when dealing with stressed or upset customers.
• Strong computer skills, including Microsoft Office and the ability to navigate customer portals on various platforms.
• Excellent communication, organizational, and problem-solving skills.

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