Stigall & Associates

Sr. Customer Service Representative

US-NY-Walden | US-NY-Walden
2 weeks ago
ID
2017-1095
# of Openings
1
Category
Customer Service/Support

Overview

Responsible for acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries. The customer service representative will provide information to customers in response to inquiries about products and services, in addition to assisting individuals interested in opening accounts. The representative will receive, review and process orders for printed marketing materials. The representative will also explain how to use account features and solve customer application and Internet problems. The customer service representative will receive, document and resolve customer complaints.

Responsibilities

  • Provide customer service and inside sales support to customers, both domestic and international. This includes quote preparation, application of product selection, price and availability.
  • Assists customer inquiries on order status, ship methods, tracking numbers, freight charges, pricing and availability.
  • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
  • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
  • Attracts potential customers by answering product and service questions; suggesting information about other products and services.
  • Opens and maintains customer accounts by recording account information.
  • Able to solve routine and complex problems using information sources provided, or by conceptual and innovative thinking, with or without supervision.
  • Participates in annual performance reviews for employees.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Maintains financial accounts by processing customer adjustments.
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs.
  • Prepares product or service reports by collecting and analyzing customer information.
  • Contributes to team effort by accomplishing related results as needed.
  • Provide quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and system troubleshooting.
  • Troubleshoot customer issues over the phone.
  • Use automated information systems to analyze the customer’s situation.
  • Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Responsible for compiling and generating reports as they relate to customer service surveys.

Qualifications

  • Associates’ degree, with at least 2-4years’ relevant customer service experience in manufacturing support.
  • Demonstrated results orientation, with sound judgment.
  • Excellent demonstrated verbal and written communication skills.
  • Excellent demonstrated analytical, critical thinking, and strategic skills.
  • Superior interpersonal skills. Resourceful and well organized.
  • Customer service and order fulfillment management theories processes and practices experience.
  • To perform this job successfully, an individual should have intermediate data entry skills and knowledge of Word and Excel software.
  • Ability to perform multi-faceted projects in rapidly changing environment.
  • Experience with ERP/Order Management Systems required

 

Other Essential Skills:

  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrated passion for excellence with respect to treating and caring for customers.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Is able to handle complaints and unpleasant customers.
  • Has a pleasant, patient and friendly attitude.
  • Strong decision making and analytical abilities.
  • Strong detail orientation and communication/listening skills.
  • Willingness to work a flexible schedule and occasional overtime when needed.
  • Possess a strong work ethic and team player mentality.
  • Able to plan work and commit to meeting deadlines.
  • Dedicated to high degree of accuracy.

 

 

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