Customer Service Representative - Total Solutions

Customer Service Representative

The Customer Service Representative (CSR) is responsible for providing the best possible service to the organization's customers by addressing and resolving customer & sales inquiries and problems, processing orders, preparing service orders, tracking quotes, and resolving billing issues. They are always expected to model professional behavior.

Essential Job Functions:

• 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.

  1. Enter new orders into appropriate systems following a pre-determined process, ensuring the system generates an acknowledgement of order within 24 hours.
  2. Provide excellent customer service to existing customer base, thus maintaining and improving business relationships.
  3. Successfully communicate customer & sales needs with production facilities and adjust customer expectations, as necessary.
  4. Monitor Open orders daily.
  5. Answer phones as needed.
  6. Arrange stock orders as needed.
  7. Maintain cooperative working relationships with leaders and collaborate on problem solving.

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.

  1. Enter new orders into appropriate systems following a pre-determined process, ensuring the system generates an acknowledgement of order within 24 hours.
  2. Provide excellent customer service to existing customer base, thus maintaining and improving business relationships.
  3. Successfully communicate customer & sales needs with production facilities and adjust customer expectations, as necessary.
  4. Monitor Open orders daily.
  5. Answer phones as needed.
  6. Arrange stock orders as needed.
  7. Maintain cooperative working relationships with leaders and collaborate on problem solving.

Education and 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 and interpret documents such as open orders, service logs, and procedure manuals. Ability to prepare reports and correspondence. Ability to communicate effectively with customers and other employees of the organization. Bi-lingual in Spanish preferred.

Computer Skills:

• To perform this job successfully, an individual should be able to work in a computer system generating reports and metrics. Advanced Excel skills and strong Microsoft Suite knowledge 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 are 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 are intended to describe the general nature and level of work being performed by the employee assigned this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.