Customer Service Representative

Customer Service Representative

Requirements

• A very professional manner and a demonstrated commitment to providing excellent customer service in previous roles – comfortable interacting with all levels of the organization
• Minimum 1-3 years of experience as a customer service representative
• Good time management and follow-up skills, including, the ability to effectively balance quality and quantity of output
• Excellent computer and internet skills, especially Microsoft Office and email
• Demonstrated ability to effectively resolve customer issues and complaints patiently
• Strong written and verbal communication skills
• Good team player including the demonstrated ability to contribute to and foster a positive team environment

Responsibilities

• Respond to inquiries regarding price, delivery, technical support, or status of customer
• Resolve delays, service problems and disputes
• Enter, release and track customer orders via EDI, fax, and phone, using our in house ERP solution
• Verify customer pricing, terms, delivery requirements etc.
• Track back-orders and ensure production, purchasing and distribution are reacting accordingly
• Prepare quotations
• Collaborate closely with other departments from the service team to ensure proper service from all directions
• Provide technical support by referring to various IPEX publications
• Respond to all customer inquiries in a timely manner

Preferred Qualifications

• High drive for building strong customer relationships based on customer satisfaction
• Overall management of sales orders and customer inquiries
• Understanding of pricing relationships, and/or ability to organize price information
• A firm grasp of the IPEX computer system
• Relationship with internal colleagues and ability to resolve problems and disputes by collaborating with the appropriate team members
• Positive demeanor and team focused outlook
• High degree of organization and accuracy
• Telephone manner and skills