1.         Assumes responsibility for the accurate entry of customer orders.

            a.         Receives orders by phone, fax, electronically and by email, confirming that the order meets the minimum order requirements.

            b.         Processes orders, enters into computer and, sends to Operations Department.

            c.         Acknowledges all orders.  Verifies pricing, discounts, billing and shipping addresses, credit status, and informs customers of any problems.

            d.         Researches and resolves problems with orders.

            e.         Allocates products when in short supply.

2.         Assumes responsibility for effectively performing miscellaneous customer service functions.

            a.         Checks orders for accuracy.

            b.         Confirms that the order meets the minimum dolllar requirements.

            c.         Works occasional weekends as required.

            d.         Processes orders in a timely fashion, meeting all deadlines.

            e.          Supports decisions made by the manager that could affect productivity of the department.

            f.          Conducts customer surveys.

3.         Assumes responsibility for establishing and maintaining professional working relations with customers.

            a.         Resolves questions, requests, and problems promptly and courteously.

            b.         Keeps customers informed of Company policies, procedures, and status of their orders.

            c.         Politely obtains and conveys information as needed.

            d.         Maintains the Company's professional reputation.

            e.         Provides superior customer service.

4.         Assumes responsibility for establishing and maintaining effective working relations, communication, and coordination with Company personnel and management.

            a.          Provides consistent feedback in a professional and timely manner.

            b.         Assists and supports area personnel as needed.

            c.         Coordinates with the Accounting Department regarding customer credit status.

            d.         Keeps management informed of area activities and of any significant problems.

            e.         Attends and participates in meetings as required    

5. Other duties as assigned by the Customer Service Manager

Performance Measurements:

1.         Customer service is accurate, prompt, and courteous.  Orders are accurately processed.

 

2.         Files are correct, current, and well maintained.  Required reports and records are complete and timely.

 

3.         Customer problems are politely and quickly researched and resolved.  Professional business relations exist with customers and assistance is provided as needed.

 

4.         Effective working relations exist with Company personnel.  Assistance is provided as needed.

 

5.         Management is appropriately informed of area activities.

Qualifications:

Education/Certification:

High school graduate or equivalent.

Required Knowledge:

Willingness to acquire knowledge of Company products and sales policies and procedures.

Experience Required:

Customer service and data entry experience preferred Knowledge of Microsoft Office.

Skills/Abilities:

-Excellent communications and public relations skills.

-Well organized.

-Able to work in a fast paced environment.

-Able to work independently as well as part of a team.

-Pleasant phone manner.

-Punctual and regular attendance.

-Flexible and with the ability to adjust to change.

-Attentive to detail.

-Willingness to assist others.

-Strong typing abilities.