ICS Customer Service Representative

Customer Service Representative

FLSA STATUS: Non-Exempt

DEPARTMENT: Sales

SUPERVISOR: Senior Account Manager

DIRECT REPORTS: None.

Position Summary 

This role serves as the front-line for customer interactions and a key communicator between departments in a dynamic work environment. The Customer Service Representative will address customer inquiries, resolve issues, and ensure smooth communication across teams to enhance customer satisfaction.

Minimum Qualifications

Education:

• Highschool diploma or GED required.
• Bachelor’s degree in administration, sales, marketing, or related field (preferred).

Experience:

• 1-3 years of experience in customer service experience, or equivalent in other administrative roles
• Experience handling customer inquiries, complaints, and returns

Knowledge:

• Working knowledge of the company’s products or services, including common issues, troubleshooting steps, understanding of company policies, purchasing processes, and customer service procedures to effectively answer inquiries and resolve problems

Skills:

• Must have excellent written and verbal skills, conflict resolution, multitasking, adaptability, and problem-solving skills.
• Proficiency with customer relationship management (CRM) systems.
• Demonstrated ability to build rapport with customer and maintain positive relationships.

Job Responsibilities

• Assist customers by answering product and service questions
• Collaborate with management and the sales team to recommend products or services from analyzing customer needs
• Resolve product or service problems by clarifying the customer’s concerns, problem-solving, expediting correction or adjustment, and following up to ensure resolution
• Maintain and monitor customer records by updating account information
• Refer unresolved customer grievances to designated departments for further investigation
• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, process change-orders
• Check to ensure that appropriate changes were made to resolve customers' problems
• Keep documentation of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Determine charges for services requested, collect deposits or payments, or arrange for billing
• Act as a key support resource for the sales team and inter-departmental liaison
• Proactively monitor customer “portals” to view any new activity that requires action
• Provide friendly assistance to any visitors to the EZ Form facility
• Utilize the Epicor ERP system Review and enter customer quotations and purchase orders
• Respond to inbound calls from customers and other business partners
• Run data reports for executive review
• Communicate with the General Manager regarding important customer interactions and events

Other responsibilities, initiatives and ad-hoc projects as required. 

Internal and External Relationships

Internal Relationships: The Customer Service Representative collaborates with sales to process orders, production to align lead times, engineering to address technical inquiries, quality to resolve customer complaints, and purchasing to manage material availability.

External Relationships: They serve as the primary contact for customers regarding orders and issues, coordinate with suppliers for material availability, and work with logistics providers to ensure timely deliveries.

Physical Requirements 

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to work in an office environment with extended periods of computer use, occasionally lift and carry materials up to 25 lbs. The noise level in the work environment is usually moderate.

 Pay: $18-23/hr