Customer Service Representative JOIN A WINNING TEAM!

Customer Service Rep.

GENERAL DESCRIPTION OF JOB:

The basic function of this position is to assure accurate and timely completion of the order entry process for both domestic and international customers and solve customer problems and questions as expeditiously as possible. Customer Service Representatives provide basic technical consultation and service for our customers. Strive for continuous improvement in all departmental areas through education, training and cross-training. Portray a professional demeanor at all times when dealing with internal and external customers. This position provides feedback to management in the form of suggestions, procedural recommendations or process improvements to identify and resolve departmental problems and issues.

Duties and ResponsibilitiesOrder Processing (including credit card processing, shipping paperwork, paperwork filing etc) for faxed and web orders (domestic and international) including subsidiaries, Sick Auto Ident and the edistributor program Telephone coverage for assigned phone queue to support incoming calls from customers and field employeesProactively identify situations that might adversely affect our relationship with our customers (eg product availability problems or revised shipping dates) and communicate themManage the inventory allocation reportManage releasing orders on credit holdMaintain order and customer notes in Dataworks as they effect customer serviceSupport customers in their use of the web site; refer customers to the web site and walk users through the site as neededRequest and process credit and debit memos as neededPrepare international and domestic shipping paperwork as neededLearn and maintain product knowledge so general technical assistance and answers to product questions are properly handled with no or minimal call transfers. Identify opportunities for improvement in processes or service levels and make recommendations for enhancing them; Implement enhancements as called up Provide support and cross-training as requested Provide report data or information as requestedProvide the highest level of service to our customers regarding orders, returns, shipment tracking, products, price, availability or any other customer related issuesUnderstand all departments within the company in order to correctly route calls to an area where the customer will be properly handled.Understand the RMA process and policies for customer returns and repairsFollow up on accounting requests as neededFaxing and Filing of RMA documentation

JOB REQUIREMENTS/SPECIFICATIONS: High school diploma. Three or more years of experience in a customer contact positionMust have strong organization skills and detail orientation. Good time management and prioritization skills. Also must be timely, polite, sincere, dedicated, accurate, resourceful, diligent, positive and calm under pressure and possess superior telephone techniques. Must possess strong computer skills as well including Microsoft Office product, Email applications and ability to develop skills in our order entry system and CRM system.

If you thrive in a fast-paced, team-oriented work environment that offers challenges and the opportunity for growth, we’re the place for you! We offer competitive pay and an excellent benefits package, including a matching 401K plan and tuition reimbursement! Please apply online at https://home.eease.com/recruit/?id=26022 or visit our website at www.sickusa.com.