Customer Service Representative

Are you looking to advance your experience and expand your customer service knowledge? In this role, you are given the opportunity to work with outgoing team members in an exciting company culture. This position will maintain all aspects of Customer Service.

• We offer Medical, Dental and Vision on the first of the month following your hire date
• PTO after 90 days of employment

Essential Duties and Responsibilities:

• Accept (via email, phone, EDI or fax) customer product orders.
• Most orders received via email (Sales Force & Outlook)
• ACD phone system
• Enter customer orders using KeCommerce website or Microsoft Dynamics GP.
• Handle customer inquiries and communications regarding order status. (order questions, ship dates, tracking, product availability)
• Verify accuracy of orders.
• Perform freight calculations for orders using StarShip software.
• Handle customer calls regarding product inquiries, complaints, billing discrepancies or shipping errors.
• Process customer return requests, return authorizations and credit memos.
• Coordinate with field sales representatives regarding customer inquiries, order status, product availability.
• Coordinate with Materials Planning and Production departments to ensure product availability.
• Learn product applications to assist customers with product selection.
• Other projects as assigned

Knowledge, Skills and Abilities:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.

Qualifications:

• A Minimum of two years’ experience as a customer service representative.
• Must have working intermediate knowledge of MS Word and Excel. Experience with using Great Plains, Sales Force software a plus.
• Knowledge of basic measurements and general math skills to assist customers with orders on our paper products.
• Strong verbal communication and problem-solving skills required.
• Ability to multitask and take on additional responsibilities as needed.
• Ability to work well with others
• Willingness to learn and operate in changing environment

Work Environment/Physical Demands:

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Must be able to lift up to 15lbs.

EOEM/F/DN

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