Customer Service Representative

Job Description

Job Description

Salary: $15.25-$19.50

Customer Service Representative

POSITION SUMMARY

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. The items listed below are to be done to assist all accounts within the Sales Department.

Essential Functions :

Enter orders

Date changes. This has been updated to where date changes will only be made on the first Monday of the month with the new open order report for that week.

Load quoted cost after BM has completed quote and sent to customer.

Picking tickets

Format Open Order reports and save in the files on the Q drive

• Filing
  • New orders entered
  • Bill of ladings
  • Paperwork from what had shipped the previous day
  • Moving orders from open to closed when applicable
  • Cycle through closed orders for files older than 1 year that can be boxed and taken to Mezzanine
  • Maintain Open and Closed Order files are kept in order
  • 1st by Customer
  • 2nd but Macola Order number

• RMA
  • Working in Macola and Synergy
  • Credit / re-bill after CSR gets PO
  • Synergy update
  • Macola close RMA number when done shipping
  • Review every two weeks for RMA numbers created but not received.
  • Send to CSR to validate with customer if RMA number is still needed or can be cancelled in Macola and Synergy.

Special projects may occur from time to time.

ESSENTIAL FUNCTIONS

• Know the customers products and accounts, orders, and delivery dates to communicate that information to necessary departments for production purposes and meet on-time delivery goals then communicate schedules to the customer for best delivery dates and expected delays.
• Confer with customers to take orders or cancel accounts, or to obtain details of complaints and keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Resolve customers' service or billing complaints, check to ensure that appropriate changes were made to resolve customers' problems.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

POSITION QUALIFICATIONS

Competency Statement(s)

• Proficient in Microsoft Office Suite, Excel, Access, SQL database reporting function.
• Multitasking is necessary for the handling of special projects and customers at the same time.
• Understanding customer communication and dynamics and having a strong sense of urgency to meet their needs.
• Able to lift up to 40 lbs. and stand and/or sit for long periods of time.

Education & Experience : Associatedegreeor high school/ GED equivalent with exceptional computer skills and related work experience.

Why Join ICS?

• Paid Holidays
• Comprehensive health, dental, and vision plans
• Company-provided Short-Term Disability and Life Insurance.
• 401(k) plan with a generous match.

Were committed to supporting our team with valuable benefits that grow with you.