Customer Service Representative

Department: Sales/Marketing

Employment Type: Full Time

Location: St. Louis

Description

Key Responsibilities

• Answer incoming customer calls and emails regarding pricing, availability, products, service questions, and general client concerns.
• Respond to customer concerns that drive overall satisfaction with products and services.
• Update customer information in database during and/or after each interaction.
• Receive and enter phone, fax and emailed orders; ensure accuracy of sales orders.  
• Inform customer of unit prices, shipping date, anticipated delays and any additional information needed by the customer.
• Anticipate and understand customer needs by responding to their signals; advise and recommend solutions based on those needs.
• Advise customer(s) of discounts available and inquire if they would like to take advantage of the discount by adding on to the order.
• Follow up on orders to ensure delivery by specified dates.
• Deliver a consistently high level of customer service while talking with customers by phone concerning orders, shipments, and products. 
• Connect with each customer in a meaningful way; personalizing the process to focus on the customer experience; serve as a liaison and advocate between the customer and the organization. 
• Proactively ask for direct customer feedback; immediately address any issue and share learning across the entire department.
• Own responsibility to create highly satisfied customers. 
• Proactively interface with internal departments (Engineering, Supply Chain, Production, Marketing, and Shipping) to resolve issues and provide solutions for customer.
• Work with management team to stay updated on product knowledge and be informed of any changes in company policies.
• Performs other related duties as assigned by management.

Skills, Knowledge and Expertise

• Firm commitment to excellence and high standards
• Computer skills required: Microsoft Office programs including Word, Excel, Outlook and PowerPoint; and experience with SAP, preferred
• Excellent organizational skills to effectively prioritize duties and responsibilities; strong attention to detail; flexible
• Self-motivated, resourceful and adaptable; able to work independently within team focused environment
• Strong understanding of how to create highly satisfied customers; firm commitment to customer service excellence in all circumstances
• Strong verbal, written, and grammatical skills including using tone to maximize the customer experience 
•  Strong ability to effectively present information in one-on-one situations to customers and co-workers 
• Must be proficient in problem solving, process analysis; capacity to troubleshoot and correct problems in high-pressure situations
• Ability to listen attentively and to communicate information clearly and effectively 
• Interpersonal savvy; able to collaborate and work closely with other departments and leadership
• Excellent time-management skills with demonstrated ability to manage multiple projects at a time while meeting deadlines
• Detail oriented and highly organized with the ability to prioritize duties and responsibilities
• Ability to follow established policies and procedures