Customer Service Representative - TRCC

We are currently hiring for a bilingual (English/Spanish) Customer Service Representative to provide service to our customers. The CSR will build strong relationships with customers and co-workers that are based on trust and respect. Process customer orders and respond to all inquiries from customers and sales force. Interact with customers to provide information about products, order status, shipping information, etc.

Essential Duties and Responsibilities

• Employee must pass a fitness for duty test, drug screen and submit to a TB test on a post offer employment physical.
• Bilingual in English and Spanish to communicate with our customers in Latin America.
• Follow company policy to ensure we always receive proper customer authorization to enter orders, including obtaining purchase orders and verifying accuracy with the customer.
• Develop a solid understanding of all products offered by the company to provide support to customers and sales representatives.
• Respond promptly to customer inquiries.
• Notify all necessary departments of order changes.
• Responsible for continuous order management
• Work closely with the credit department to obtain releases for orders on hold before shipping.
• Notate orders appropriately.
• Advise Shipping Department of customer releases if routed other than a standard carrier.
• Communicate and coordinate rush orders with the Credit Department, Production Planning, and Shipping.
• Notify customers and sales representatives of order delays as soon as they are communicated by Production Planning.
• Review open orders daily and process orders for all product lines within the company.
• Notify sales representatives when orders are to be canceled.
• Work with the Shipping department to obtain truck load, special and expedited freight rates.
• Ensure proper approvals are obtained from customers on all truck load and expedited freight rates. Make sure proper freight charges are added to orders before shipping and billing.
• Stay well versed on all products we offer. Interact with customers via telephone, email, online chat, or in person to provide support and information on products or services.
• Collect and enter orders for new or additional products or services.
• Field customer questions and complaints; when the issue is beyond the CSR's knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensure that appropriate actions are taken to resolve customers problems and concerns.
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities

• Prior SAP experience preferred.
• Professional and effective communication skills including the ability to actively listen, pleasant telephone personality, good grammar and pronunciation, proper use of e-mail
• Must be able to maintain pleasant, helpful attitude, and be highly productive even during periods of great stress.
• A strong sense of urgency and desire to creatively resolve problems is required.
• Overtime is required on occasion.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.

Required Education and Experience

• High School Diploma, required.
• Previous experience in business-to-business related customer service work, required.

Physical Requirements:

• Prolonged periods sitting at a desk while using a phone and computer

Work Schedule

• Monday-Friday 8:00 am to 5:00 pm.
• Occasional overtime required as business needs dictate.
• Work environment is on site. Remote work not offered for this position.

Pay

• $22.00 to $25.00 per hour based on ability, education, and experience in a related field.

Benefits (effective after 30 days except as noted below):

• Medical (3 plans offered)
• Dental (2 plans offered)
• Vision
• Short Term Disability
• Long Term Disability
• Basic Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) (can begin contribution upon hire)
• 401(k) matching (upon hire)
• Paid time available

The completion of a TRCC application will be required to be considered for the position. Any incomplete applications will not be considered. Submitting a resume in lieu of an application is not acceptable. TRCC will request a resume if needed.

The company is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails from search firms. All resumes submitted by search firms to any employee at TRCC via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of TRCC. No fee will be paid in the event the candidate is hired by TRCC as a result of the referral or through other means.