Job purpose
The Customer Service Representative helps ensure customer satisfaction by ensuring that orders are processed correctly, and all deadlines are met.
They answer product and service questions, suggesting information about other products and services.
They process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction.
Essential Job Functions
Order entry – Includes but not limited to direct entry, fax, online orders
Answer customer and territory/account managers phone calls
Respond to territory manager and customer questions – Provide pricing, availability, product knowledge and enter NCI parts as required
Open order management – Review customer open orders daily
Back-order fill management – Review, fulfill, print customer backorders daily
Customer Credit - Process customer return authorizations and credits per company policy in a timely manner
Dispatch – dispatch/invoice orders in a timely manner as required
· Inventory/Control/Cycle Counting- Include but not limited to counting, measuring, recording as a team with other warehouse associates
· Year-end inventory- Include but not limited to counting, measuring, recording as a team with other warehouse associates
· Other Job Duties as Assigned: Include but not limited to assisting in order pulling, shipping, receiving, QC, Kitting, front counter, housekeeping, preventative maintenance on equipment, team meeting participation that results in continuous improvement, posting performance metrics, organization of various celebrations, attending training meeting or classes.
Qualifications
Excellent customer service skills
Ability to work independently and safely
Basic computer knowledge required
Good typing skills
Data entry skills
Ability to multi-task
Detail oriented
Good decision-making ability
Good written and verbal skills
· Ability to work in a fast-paced environment for long periods
· Great team spirit
· Able to work alone and self-motivated
· Good math skills
High school diploma or GED
Working conditions
In office/warehouse setting
Minimal climate-controlled environment
Physical requirements
Able to lift 40 lbs.
Able to push 30 lbs.
Able to push or pull 50 lbs.
Able to reach overhead occasionally
Ability to sit for prolonged period of time
Ability to stand for prolonged period of time (when covering front counter)
Ability to walk, bend, stoop and climb stairs as needed
Able to use repetitive hand movements: stapling, using tape gun, grabbing bags, typing
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