Customer Service Representative

Job Profile:

The candidate is expected to follow a selected number of clearly defined procedures under general guidance. Handles inquiries of moderate scope and complexity within customer service areas, such as:

• Account Management

• Customer Issue Resolution

• Customer Inquiry Support

• Customer Service Analytics

• Service Automation – Inbound & Outbound callingResponsibilities:

• Handles inquiries of moderate scope and complexity.
• Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods.
• Handles varied customer transactions, including inbound calls, service complaints, general product inquiries, customer order entry and servicing customer accounts.
• Communicate with other departments and providers to research and resolve issues, identify and implement service solutions; monitor progress using service measurement systems; identify areas to improve communications and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; creates basic reports and provides moderate analysis
• Handles customer inquiries/complaints of moderate scope and complexity such as product returns/exchanges, pricing issues, product promotions, where to buy products, etc. and suggests improvements to respective department(s)
• Analyzes, recommends, and suggests alternative solutions to meet customer needs and/or account specific needs. Builds credibility and trust with customers by providing value added services such as recommendations for product applications, promotional opportunities, order enhancement, related sales, etc.
• Assists in reviewing specifications for customer service methods and procedures, performs order management including shipping routings, order consolidations, import/export, expedites, investigates customer billing issues
• Reviews purchase order requirements to ensure compliance with terms and conditions. Follows up with customer before accepting order if non-compliant orders, participates in customer meetings to identify areas of opportunity to improve customer satisfaction, communication, and efficiency
• May serve as a subject matter expert for ongoing business transformation efforts for assigned area of responsibility.
• Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with company values and ethical standards.