Warehouse Customer Service Rep

Customer Service Representative requires candidates with a Logistics or Manufacturing CSR skill set.

Position Summary:
The Customer Service Representative is part of the call center team which works to meet customer support and satisfaction requirements in addition to performing the duties and responsibilities of a call center technician.
Responsibilities/Duties:
• Tracks call metric statistics and works with individual members to ensure support meets customer needs and conforms to company policy and performance standards.
• Responds to incoming customer calls and inquiries for customer service.
• Ensures correct level of diagnostic accuracy and customer phone etiquette is performed by call center technicians through review and analysis of call results and metrics.
• Provides telephone troubleshooting and diagnosis of technical problems that resolve customer reported issues in a prompt and effective manner.
• Provides and coordinates daily, weekly and monthly call activity reports.
• Promotes and maintains positive customer relations while maintaining professional and courteous telephone customer communication.
• Manages and coordinates research required with product technical literature and internal team members to ensure an effective resolution to the customer issue.
• Provides data entry into customer response system to track incident, open service orders, research issues, and setup RMAs with customers.
• Assists in customer presentations, site visits, and requests, at either customer or company locations as required, and maintains a professional image at all times.
• Identifies new business techniques and processes, by developing a complete and thorough knowledge of the customer technical support processes.
• Develops methods to reduce call handling times and improve diagnostic accuracy.
• Provides support to other team members as required and assists in development of techniques to improve customer satisfaction and quality of service.
Education/ Work Experience:
• High school diploma or general education degree (GED)
• 2 Years related experience and/or training
• OR equivalent combination of education and experience.