Job Overview

The Customer Service Representative (CSR) is responsible for providing exceptional customer service to our clients, which include both government and commercial customers. This role involves handling inquiries, resolving issues, processing orders, and ensuring customer satisfaction through effective communication and problem-solving skills. Additionally, the CSR provides administrative and research support to Marketing and Sales Personnel as needed.

Duties & Responsibilities

• Customer Interaction: Respond to customer inquiries via phone, email, chat, and social media within 24 hours in a professional and courteous manner.
• Issue Resolution: Identify and resolve customer issues, complaints, and concerns efficiently and effectively. Record customer issues and complaints in our CRM system.
• Order Processing: Accurately process customer orders, ensuring timely delivery and addressing any order-related issues.
• Expedite and Track Orders: Monitor order status, expedite processing when necessary, and provide customers with timely updates on order progress.
• Product Knowledge: Maintain a thorough understanding of company products and services to provide accurate information to customers.
• Follow-Up: Conduct follow-up calls or emails to ensure customer issues are resolved and satisfaction is achieved.
• Compliance: Adhere to company policies, procedures, and regulatory requirements.
• Administrative Support: Provide administrative and research support to Marketing and Sales Personnel as needed.
• Software and Equipment Operation: Operate Microsoft Office software, inventory control software, and general office equipment.
• Customer Quotes: Quote customers on unit prices, shipping dates, lead times, anticipated delays, and any additional information needed by the customer.
• Returns and Replacements: Research, document, and process return authorizations and replacement orders in accordance with company policies.
• Cross-Department Communication: Communicate effectively with Production, Shipping, Quality Control (QC), and Sales teams to coordinate customer needs and ensure accurate and timely service.
  
  

Skills & Qualifications

• High school diploma or equivalent; bachelor’s degree in accounting, human resources or related field preferred.
• 1 year of order/data entry experience preferred
• 2 years of customer service experience preferred
• Experience with EDI (Electronic Data Interchange) order processing preferred
• Excellent verbal and written communication skills
• Ability to use sound judgement and critical thinking to resolve complex or unique customer problems independently
• Basic math skills for pricing, order quantities, and data entry accuracy
• Ability to multi-task, work independently, and manage time effectively in a fast-paced environment
• Strong organizational skills to manage multiple responsibilities and deadlines
• Proficiency in using customer service software and tools
• Empathy and patience in dealing with customers
• Positive attitude and a willingness to help others.
• Ability to work independently and as part of a team.
• Strong attention to detail.
  
  

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required to stand; walk; sit; use; reach with hands and arms; climb stairs; balance; bend, push or pull.
• While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment
  
  

WORK ENVIRONMENT

• Office environment