Customer Service Representative I

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Successful completion of CSA and CSR Training is key
• Receive and ensure orders are entered accurately via phone or email by reviewing and verifying all material entered, identifying discrepancies, and requesting clarification of issues related to order information according to departmental procedures
• Able to comprehend and easily maneuver through various computer programs
• Meet or exceed all required performance metrics and communicate any barriers that prevents being able to meet expectations in a timely manner and with excellence
• Provide basic product information to customers, such as part compatibility, price, availability, etc.
• Determine customer expectations and provide options for resolution to meet their needs
• Maintain specified pricing guidelines and obtain approvals from Management for any exceptions
• Retain current customer contacts and expand product knowledge utilizing all available resources
• Always consider the impact of decisions before execution
• Adhere to the required daily work schedule and be flexible based on the needs of the business
• Generate new and repeat sales by providing product and technical information in a timely manner
• Accurately process customer transactions such as orders, quotes and/or other customer requests with a strong focus on service excellence and a sense of ownership
• Make suggestions and pursues sales possibilities beyond customer-initiated requests
• Increase sales and average order size by means of cross-selling, up-selling and add-on sales
• Constantly demonstrates a positive attitude toward self and others by interacting effectively and maintains professional manner and positive attitude through verbal and written contacts with external and internal contacts.
• Expands product knowledge utilizing all available sources.
• Supports local Customer Service teams and provides support for other teams when needed.
• Regular attendance at work is an essential part of the job.

SKILLS & CERTIFICATIONS

• Skill evaluation: Behavioral (80%); Written Communication (80%), Excel (80%)
• Ability to communicate effectively through verbal and written skills
• Effective listening skills
• Ability to use, read and interpret spreadsheets, printed reports, and a dual terminal screen
• Ability to work independently or as a part of a team
• Ability to work under the pressure of deadlines
• Ability to find issues and resolve them with provided resources
• Basic internet and web browsing familiarity
• Exhibits the potential and desire to advance to other positions
• PC experience in a Microsoft Windows environment, proficient with internet e-mail, Microsoft Word, Excel, Outlook, and other software
• Exhibits critical thinking, strong analytical, problem solving and negotiation skills
• Ability to adapt to changing customer circumstances and needs is a must

CSR I

Requirements

• High School Diploma or equivalent