Customer Service Representative

JOB SUMMARY & SCOPE

The Customer Service Representative answers phones to respond to orders, general customer inquiries, invoice questions, and customer complaints. It is imperative for this individual to project a professional company image through phone interaction. 

KEY ACCOUNTABILITIES

• Answer phones and respond to customer requests. 
• Place customer order in computer system. 
• Provide customers with product and service information. 
• Transfer customer calls to appropriate staff. 
• Identify, research, and resolve customer issues using SAP and Outlook. 
• Follow up on customer inquiries not immediately resolved. 
• Recognize, document, and alert the manager of trends in customer calls. 
• Perform 50 customer satisfaction surveys per month. 
• Recommend process improvements. 
• Other duties as assigned. 
• Maintain high level stats. 

EDUCATION + EXPERIENCE + KEY TRAITS

• The ability to multi-task in a fast-paced environment 
• Experience working in a call center 
• Computer literate with the ability to learn customer service software applications 
• Verbal and written communication skills 
• Ability to be on the phone the majority of the day utilizing a headset 
• Reading, writing, and arithmetic skills 
• Ability to type 40 wpm

TYPICAL PERFORMANCE TARGETS

• SERVICE DELIVERY:         Sustained, measured excellence in project & process delivery
• COST TO SERVE:             Sustained, measured excellence in delivery efficiency with expected continuous improvement
• INNOVATION:                 Step changed delivery in safety, quality, and/or cost

LANGUAGE SKILLS

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization

SUPERVISION

• Role is not responsible for supervising direct or indirect reports

DECISION MAKING + REASONING

• Able to take accountability and responsibility for business target delivery and decision making

WORKING RELATIONSHIPS

• Customer Service Teams
• Internal and external customers