Customer Service Representative - Apidel Technologies

Job Description

Title: Customer Service Representative

Department:

Customer Experience & Support Services

PURPOSE:

Provide an excellent customer experience and maintainstrong professional relationships with internal and external customers. TheCustomer Experience Rep is the primary reference point assisting withmultimedia ordering devices and the  Web.Assist customers nationally with order and claims processing, order status, andtroubleshooting issues. Participate in sales and other customer communicationevents. Aid and assist in the deployment of new tools, system implementationsand upgrades.

JOB RESPONSIBILITIES:

Assist customers with orders, claims and furnishesinformation on products.

Responsible for the entry of customer orders by orderdeadline that are received by phone, fax, electronically and/or email.

Responsible for assisting customers in the call queue.

Responsible for call card processing, orderacknowledgements and exception management to prevent order errors.

Courteously and promptly resolves customer questions andproblems or properly refers them to appropriate personnel.

Assist customers with general website questions.

Remain in compliance with established performance metricsthat support the optimal customer experience.

Provide customers with basic pricing, discounts, billingand shipping information. Assists with outbound call campaigns provided from CCLogistics team. Research and resolve problems with orders and claims.

Populate data and participate in workflow processeswithin customer experience Relationship Management (CRM) or other equivalentsystem, Company business systems and other established department systems.

Support department leadership with dashboard statistics.

Completes related records, reports and documentation asassigned.

Work as assigned on customer surveys, sales forperformance incentives (Spifs) and other call campaigns.

Resolve questions, requests, and problems promptly andcourteously utilizing the company CRM or other equivalent system for issuetracking and resolution reporting.

Keep management informed of area activities and of anysignificant problems.

Perform other job duties as required.

JOB REQUIREMENTS:

Education/ Certifications:

Highschool Diploma

Experience:

0 -2 years customer service experience or other relatedbusiness experience

Call Center experience preferred

Knowledge:

Willingness to acquire knowledge of company products andsales policies and procedures.

Skills/ Abilities:

Proficient in Microsoft Applications including Excel,Word and Outlook

Excellent communications skills, both verbal and written.

Able to work in a fast-paced environment.

Able to work independently as well as part of a team.

Flexible with the ability to adjust to change.

Attention to detail.

Ability to multitask to complete projects with multipledeadlines in an accurate and timely manner

Ability to type 40wpm%2B.

Baseline ability to 10-key by touch (industry standardminimum keystrokes requirement)

PHYSICAL ENVIRONMENT/ DEMANDS:

Some travel may be required

Most work is performed in a temperature-controlled officeenvironment

Incumbent may sit for long periods of time at desk orcomputer terminal

While performing the duties of this job, the worker isregularly required to sit; use hands to finger, handle, or feel; reach withhands and arms; and talk or hear.

Incumbent may use calculators, keyboards, telephone andother office equipment in the course of normal workday

Stooping, bending, twisting and reaching may be requiredin completion of job duties