Customer Service Representative (Administrative)
The Customer Service Representative is responsible for delivering exceptional customer service by answering calls promptly and courteously, efficiently processing orders, and addressing inquiries with professionalism and urgency. This role involves handling both internal and external requests received via email or mail, ensuring timely and accurate responses in writing or over the phone.
Key responsibilities include collaborating with internal departments to ensure timely order releases, resolving pricing or shipping requirements, and addressing special customer needs. The role also involves processing credits or debits for invoice discrepancies, managing returns due to miss-shipments, and communicating critical information about product availability, features, benefits, warranties, sizing/fitment, and application.
Additionally, the representative is tasked with maintaining a reference guide with up-to-date customer account information, training backup personnel, and acquiring expertise on the SRNA website to assist customers effectively. Regularly generating reports and contributing to proactive selling efforts are also essential aspects of the role.
Essential Job Functions:
- Process orders
- Answer customer calls
- Generate routine and specialized reports
- Communicate with internal departments and customers
- Handle returns and process credits/debits
- Maintain accurate customer account information
- Engage in proactive selling
- Navigate and utilize the SRNA website for customer support
- Develop and apply product knowledge
- Perform administrative duties
This role requires attention to detail, strong communication skills, and a commitment to providing exceptional service.
Work Experience:
- Minimum of three (3) years of experience and/or training in call center inbound operations.
- Must be detail-oriented and self-motivated, with the ability to work independently and efficiently.
Education and Training:
- High school diploma or equivalent (GED) required; a bachelor's degree in a related field is preferred.
- A combination of education and experience may be considered, provided it enables the candidate to perform the essential duties successfully.
Skills and Proficiencies:
- Proficient in MS Office applications, including Word, Excel, and Outlook.
- Skilled in 10-key by touch and possess basic math and accounting abilities, including proficiency in adding, subtracting, multiplying, and dividing whole numbers, fractions, and decimals.
- Exceptional communication and customer service skills.
- Familiarity with SRNA products and website navigation is an advantage.
- Capable of managing high-volume inbound customer calls effectively.
Physical Demands:
- Ability to sit, stand, move, and use fingers for extended periods of time.
- May involve walking on level surfaces, reaching above shoulder height and below the waist, and occasionally lifting up to 25 pounds for files and computer printouts.
Work Environment:
- Primarily an office setting with controlled, mild temperatures.
- Occasional exposure to warehouse areas where personal protective equipment, such as goggles and boots, may be required.
Additional Information:
- The physical demands and work environment described are representative of those required to perform the essential functions of the role successfully.
- Reasonable accommodations may be made to enable individuals with disabilities to fulfill these responsibilities.
- Duties, responsibilities, and activities may change or be assigned at any time, with or without notice.
