Customer Service Rep

Job Title: Customer Service Representative Department: Effective Date:

Grade: 3 Warehouse 1/1/08

Reports To: Operations Manager Working Conditions: FLSA: Non-Exempt

Position is not routinely

exposed to adverse

environmental conditions.

Typical office environment.

Direct Reports: N/A

Position Summary:

Carries out all customer service activities such as responding to inquiries, processing orders, billing, and

handling complaints, in a prompt, courteous and efficient manner.

Duties and Responsibilities:

Essential Functions:

1. Maintain excellent working relationships with customers by researching and responding to all

inquiries and issues concerning work orders, invoices, shipments, inventory counts, etc., in a

courteous, professional and efficient manner.

2. Process and accurately input all customer orders into the computer system, and generate all

related paperwork and necessary information required for customer and warehouse purposes.

3. Ensure proper invoicing of customers by verifying computer generated invoices.

4. Act as a liaison between the warehouse and the customer in administration of accounts, and

between the office and customer regarding invoicing and collection concerns.

5. Maintain a current and accurate procedures manual that details the processing requirements

for each account.

6. Report customer feedback to management in a timely manner, including any signs or trends of

customer dissatisfaction.

7. Answer telephone calls and operate various types of office machines and computers necessary

to perform duties.

8. Create accurate and timely reports as requested by management or customers.

9. Maintain all paperwork associated with orders and the corresponding customer files.

Marginal Functions:

1. Provide on the job training for new hires.

2. Assist in the accounts receivable collections process with assigned customers.

3. Generate customer thank you letters.

4. Strive for continuous process improvement.

Job Specifications:

1. High School diploma or GED

2. 1-3 years experience in general office environment, preferred.

3. Willingness to learn internal customer service software applications

4. Excellent interpersonal and communication skills, written and verbal.

5. Must be computer literate, ability to type 30wpm and have working knowledge of Microsoft

Office applications.

6. Ability to work efficiently with a professional, customer friendly attitude.