Customer Service Representative

SUMMARY

As a Customer Service Representative, you will be the main point of contact for assigned accounts, building relationships and providing outstanding support primarily through phone and email. Your main responsibilities include responding to inquiries about our products and services, resolving customer concerns, and guiding clients through every stage of the sales process. This role involves assisting customers with placing orders, preparing correspondence, and maintaining strong, positive relationships with both new and existing clients. You’ll provide expert product advice, troubleshoot technical issues, and ensure a smooth experience before, during, and after each sale.

 

ESSENTIAL DUTIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements and qualifications listed below are representative of the essential duties, knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

1. Customer Interaction: Communicate with customers via phone, email, and other channels to provide information on products, process orders, and address complaints.
2. Record Keeping: Maintain detailed records of customer interactions, inquiries, complaints, and follow-up actions.
3. Quoting and Pricing: Provide accurate quotes on pricing, warranties, and delivery timelines.
4. Customer Outreach: Proactively contact current and potential customers to explain product features and encourage orders.
5. Order Updates: Keep customers informed about order status, delays, or substitutions.
6. Product Recommendations: Suggest products based on customer needs and preferences.
7. Inquiries and Order Status: Respond to questions on products, pricing, availability, and order updates.
8. Order Entry and Verification: Accurately enter sales orders, verify data, pricing, and shipping details.
9. Daily Order Processing: Ensure all sales orders are entered before end of day.
10. Event Representation: Represent the company at trade shows and open houses when needed.
11. Return and Dispute Resolution: Compare disputed items with original orders, issue return authorizations, and manage returns.
12. Complaint Resolution: Collaborate with relevant departments to resolve customer issues and ensure appropriate changes are implemented.
13. Follow-Up Communication: Notify customers of claim results, adjustments, and resolution outcomes.
14. Complaint Analysis: Assess complaint validity, identify root causes, and suggest preventive improvements.
15. Continuous Improvement: Recommend enhancements to products, packaging, shipping, and service practices.
16. Team Spirit and Morale: Contribute to a positive work environment, fostering team morale, cooperation, and job satisfaction.
17. Additional Duties: Perform any other responsibilities as assigned.

QUALIFICATIONS

Education and/or Experience

A High School Diploma or GED/HSED and a minimum of one year of related experience and/or training is required.  Experience in a manufacturing environment is preferred.  Experience in the ventilation and/or agricultural industries is a plus.