Customer Service Representative-Jacksonville Florida

POSITION OVERVIEW

The Customer Service Representative is responsible for providing support to all internal and external customers. This includes analyzing and verifying the accuracy of order information in a timely manner, utilizing in-depth knowledge of company products and programs, assisting with complaints, orders, errors, account questions, billing, cancellations and other queries. Ensures prompt and proper resolution of customer queries by providing additional information or escalating/engaging others in the organization to provide a solution according to defined procedures.

RESPONSIBILITIES

• Receive, process and verify the accuracy of orders from customers received via fax, e-mail, phone calls, web-orders and EDI, while providing quality service to both internal and external customers.
• Provide timely and accurate information to incoming customers requesting order status and product knowledge requests.
• Process customer return and product transfer requests according to established company/ department policies and procedures, while working closely with the Credit Department to resolve disputed credit items.
• Contacts transporters for freight pick-up and ensures that cargo is routed appropriately.
• Assist internal sales team with order corrections and researching past orders.
• Order product for tradeshows and consumer engagement events.
• Communicate with supply chain department of potential problems with carriers.
• Daily communication with transportation companies to resolve shipping and order entry errors and provide proof of delivery.
• Prepare, generate and distribute reports and order acknowledgements to internal and external stakeholders.
• Answer customers inquiries/ communications as required, clarifying desired information, researching, locating and providing information.
• Responsible for maintenance of assigned customer files, including updating e-mail addresses and primary contacts, and any additional customer requirements.
• Perform all other duties as required.

REQUIREMENTS

• High school diploma or equivalent.
• Customer service experience required.
• Some experience with the product or service preferred.
• Interacts with people effectively. Able and willing to share and receive information.
• Customer Focus
• Multi-task multiple priorities in a fast-paced environment
• Ability to work under pressure
• Excellent time management
• Organizational Skills and attention to detail
• Advanced Problem-Solving skills
• Excellent phone, e-mail and typing skills
• Team player
• Active-listening Skills
• Able to communicate clearly and professionally, both verbally and in writing.
• Takes personal responsibility for the care of the customer, and sticks to their commitments
• Knowledge of Netsuite and MS Office programs

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times

GUIDING PRINCIPLES

• Integrity – Earns the trust by behaving in an honest, fair, and ethical manner. Shows consistency in words and actions. Models high standards of ethics.
• Collaboration – Collaborates with other marketing staff to integrate and complement marketing strategies across multiple channels. Communicates decisions in an effective manner to internal and external stakeholders.
• Action-Oriented – Demonstrates a strong commitment, interest, and desire to actively contribute and participate in departmental and company initiatives.
• Relationships – Plays a vital role in building and maintaining internal and external customer relationships and possess the ability to work with a work group or team.
• Continuous Improvement – Monitors/Assesses performance of yourself, other individuals, or needs of the organization to make improvements or take corrective action. Identifies and analyzes problems and evaluates alternate solutions and makes recommendations in the best interest of the organization.
• Dynamic Growth - Demonstrates a desire and drive to acquire necessary knowledge, skills, and competencies to best serve the needs of the organization and its employees. Demonstrates the ability to reflect on and learn from experiences.