Duties & responsibilities
? Answer incoming customer telephone calls in a courteous and professional manner.
? Responds to and investigates customer inquiries, orders, concerns, and issues via phone, mail and e-mail in a timely and courteous manner.
? Follow up and maintain good communication with customers at all times.
? Utilize the company’s computer program for entering and processing orders
? Researches and resolves customer complaints and/or billing issues.
? Documents all contacts, actions and responses in the appropriate database.
? Maintains working knowledge of products and/or services.
? Prepares reports and correspondence accurately and efficiently.
? Effectively communicates customer issues and concerns to all applicable internal staff members.
? Provides appropriate technical and/or product related information to customers.
? Follow up with production to ensure orders are being processed and shipped on a timely manner.
? Handle customer grievances as and when they arise in a professional manner and refer grievaQualifications & experience
? Three to five years business to business customer service experience
? Manufacturing experience or customer service in a manufacturing environment is a plus
? Must have a proven track record of successful customer service experience in managing all levels of orders, issues, and complaints from clients
? Must be able to take a proactive and hands on approach to customer service to ensure client expectations have been exceeded

Skills
? Excellent customer service skills
? Excellent verbal and written communication skills
? Proficient in MS Office Suite
? Commitment to excellence and high standards
? Strong Organizational skills; able to manage priorities and workflow
? Ability to work independently and as a member of various teams and committees.
? Ability to understand and follow written and verbal instructions
? Acute attention to detail
? Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
? Ability to work well under pressure and handle difficult and stressful situations professionally.
? Ability to perform diversified clerical functions and basic accounting procedures
? Ability to log data efficiently and accurately
? Ability to effectively communicate with people at all levels and from various backgrounds in a professional manner.
? Must be able to build working relationships with customers and co-workers
? Must be able to speak, read, write, and understand the primary language used in the workplace.
? Understand and respond to a diversity of individuals

? Provide support to the outside sales representatives as needed.
? Provide RMA’s to customers for product returns according to departmental procedure.
? Complete special projects as assigned.