Customer Service Associate

Job Summary:

The Customer Service Associate is responsible for providing professional, efficient, and high-quality customer support through multiple communication channels. This role handles customer inquiries, resolves complaints, and processes requests and orders in accordance with established policies and procedures to ensure customer satisfaction and retention.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• On-going business customer advocate monitoring product quality, delivery, customer complaints, issues and opportunities.
• Respond timely to all customer calls, emails, phone calls.
• Review and approve new purchase orders as they are received.
• Manage web data in conjunction with the Accounts Receivable team.
• Support the plants and the sales team with various requests related to sales reports and web support.
• Create and track RMA's for quality issues.
• Create credit memos.
• Assist in the completion of the annual Customer Service Satisfaction Survey.
• Proactively contact customers regarding issuance of purchase orders and follow-up on all delinquent purchase orders.
• Pursue payments for overdue invoices.
• Provide backup support by filling in when team members are out of the office.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

Requires a high school diploma and one to three years of related experience; or a combination of education and experience. Associate degree, preferred.

Language Skills

Ability to read, analyze, and interpret general business documents in English, and communicate those out effectively. Professional communication and the ability to handle confidential information with discretion is required.

Computer Skills

To perform this job successfully, an individual should be able to work in a computer system generating reports and metrics. Proficiency in Microsoft Office Suite is required.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Analytical thinking with strong problem-solving skills is required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee 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, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.