Customer Service Representative

FLSA STATUS: Hourly/Non-Exempt

DEPARTMENT: Sales

SUPERVISOR: Program 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:

• GED/bachelor’s degree in administration, sales, marketing, or related field

Experience:

• 1-3 years of experience in customer service experience, sales, or equivalent in other administrative roles
• Working within ERP systems (Epicor experience Preferred)
• Proficiency with customer relationship management (CRM) system

 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
• Bi-lingual (Spanish preferred)

Skills:

• Communication skills – Clear and concise verbal and written communication to effectively interact with customers
• Active listening – Paying close attention to customer concerns and fully understanding their needs
• Problem solving – Identifying the root cause of customer issues and finding appropriate solutions
• Conflict resolution – effectively managing difficult customer interactions and de-escalating situations
• Decision-making- Making timely and appropriate decisions to resolve customer issues

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
• Follow up 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
• Process order payments via the company credit card
• 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 at the facility
• Utilize the Epicor, ERP system, to 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 Program Manager regarding important customer interactions and events

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

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 the essential functions. While performing the duties of this job, the employee is regularly required to:

• Sit at a desk, working on a computer for an extended period
• Must be able to lift 15 lbs, push, pull, and place materials on overhead shelves and cabinets
• Operate standard office equipment

The noise level in the work environment is usually low.

Compensation

The base pay offered for this position is $50,000 - $60,000 annually