Job summary
The Customer Service Representative will answer all incoming calls to the department and field inquires and/or forward calls to the appropriate teammate.
Job seniority: entry level
Responsibilities
• Responsible for handling inbound and out-bound calls, email, and faxes in a timely and professional manner.• Acting as the first level of support for inquiries from customers, and direct customers to the correct resource for incorrectly routed phone calls, email, webmail, and faxes, or for additional assistance as necessary.• Assist with inquiries, reporting, and troubleshooting for customers, working cohesively as a team for the benefit of the customers.• Provide accurate information to customers concerning Manufacturers' Policy and Procedures.• Assist customers with product returns, label requests, recalls, assistance maneuvering the website, and any other questions.• Process RA and Recall Packet requests for customers.• Complete reconciliation services for clients as needed.• Research and/or resolve returns, including Return Resolution, Issue Tracking and Recall as per standard procedures.• Complete "paperwork only" returns as needed.• Assist Operations with return processes including, but not limited to, research, inventory and 222 processes.• Research returned checks.• Conduct check/credit research for customers via email, fax, or mail.• Communicate outstanding issues or defects with the corresponding departments.• Maintain 100% quality work and 100% accuracy levels.• Maintain a clean and safe work area.• Participate in special projects.• Participate in departmental continuous improvement opportunities.• General data entry support as needed.• Conduct recall effectiveness checks and create summary, as needed.• Document filing as required.• Performs other duties as assigned.
Requirements
• A high school diploma and One (1) to two (2) years of work experience in a Customer Service environment• Previous experience solving/investigating customer questions/problems in a timely and professional manner• Ability to do ad hoc searches on the internet• Excellent phone skills• Strong Microsoft Office skills including PowerPoint experience necessary• Ability to prioritize and handle multiple projects• Excellent verbal and written communication skills• Customer service driven• Strong team player
Key Skills Needed
• Ability to do ad hoc searches on the internet• Excellent phone skills• Strong Microsoft Office skills including PowerPoint experience necessary• Ability to prioritize and handle multiple projects• Excellent verbal and written communication skills• Customer service driven• Strong team player
Benefits
• A strong compensation and benefits package, including health, vision, dental, 401k with a strong match and much more!
