Customer Service Representative

Job Description: The Customer Service Representative interacts with customers to provide and process information in response to inquiries, concerns and requests about products and services. This position also requires the answering and transferring of calls, receiving visitors, and providing visitors with general information.

Competencies and Qualifications:

· Must possess excellent interpersonal and communication skills.

· Ability to communicate on the phone and in person.

· Must have basic computer skills and knowledge of Microsoft Office Suite.

· Must be friendly, courteous, & professional at all times.

· Must be detail-oriented

· Must be highly organized and flexible

· Must be able to take initiative.

· Ability to solve problems and think clearly in a fast-paced environment with the ability to keep calm under pressure

· Must work well in a team environment.

· Must be adept at multi-tasking

· Knowledge of customer service principles and practices.

· Must possess basic numeric, oral and written language skills.

· Basic product knowledge of polyurethane and polyethylene foam, corrugated, and wood products is desirable.

Responsibilities of Customer Service Representative:

· Interact directly with customers either by phone, email, fax, or face-to-face.

· Responds to customer inquiries and complaints within two hours.

· Process customer orders.

· Confirm pricing and delivery information with customers when processing orders.

· Obtains shipping rate quotes, schedule shipments, and process bill of lading, labels, and any required export documents.

· Set up new customer accounts, customer folders, and spreadsheets.

· Maintain and manage customer account information, folders, and spreadsheets.

· Organize and prioritize workflow to meet customer timeframes and requests.

· Route unresolved issues and/or complaints to the appropriate Manager.

· Keep detailed records of customer correspondence.

· Maintain customer financial accounts.

· Communicate and coordinate customer requests with internal departments.

· Must be able to communicate effectively with Index employees, customers and vendors.

· Provide feedback to the Lead Customer Service Representative on the efficiency of the customer service process

· Attend daily production meetings to communicate customer priorities and requests.

· Place material orders with the Purchasing.

· Communicates order and product information on the phone and in person.

Responsibilities of Telephone Operator/Receptionist:

· Operate switchboard to receive and transfer calls.

· Politely greet all office guests.

· Maintain visitor log and front office area.

· Sort and distribute incoming mail.

Education/Licensing and/or Certifications:

· High School diploma, general education diploma or equivalent is required.

Salary and Rank:

· Salaried or hourly position-negotiable based on qualifications and commensurate with experience.

· Type of Employment: Full time

· Reports to Administration and Finance Manager

Work Remotely

• No

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person