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Customer Service Representative

Job Title:
Customer Service Representative
Location:
Fort Myers, FL
Email Address:
jobs@robbstuckyintl.com
Date Posted:
May 20, 2021
The Customer Service Representative is responsible for providing excellent customer service and maintaining strong professional relationships. Assists customers with the status of orders in process and problems with items delivered and processes returns. Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel. Completes related records, reports, and documentation. Performs miscellaneous clerical duties as required.

ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for the accurate entry of customer orders.
a. Receives orders by phone, email, fax, and mail.
b. Processes orders, enters into computer and, sends to Shipping Department.
c. Acknowledges faxed and emailed requests. Informs customers of any problems and notifies customers of product backorders and anticipated availability.
d. Maintains files and updates addresses.
e. Researches and resolves problems with orders.

2. Assumes responsibility for effectively performing miscellaneous customer service functions.
a. Processes customer returns. Processes related customer paperwork and credits.
b. Contacts customers regarding orders.
c. Informs customers of credit holds.

3. Assumes responsibility for establishing and maintaining professional working relations with customers.
a. Resolves questions, requests, and problems promptly and courteously.
b. Keeps customers informed of Company policies, procedures, and status of their orders and accounts.
c. Politely obtains and conveys information as needed.
d. Maintains the Company's professional reputation.
e. Provides superior customer service.

4. Assumes responsibility for establishing and maintaining effective working relations, communication, and coordination with Company personnel and management.
a. Assists and supports area personnel as needed.
b. Coordinates with the Accounting Department regarding customer credit status.
c. Keeps management informed of area activities and of any significant problems.
d. Attends and participates in meetings as required.

PERFORMANCE MEASUREMENTS
1. Customer service is accurate, prompt, and courteous. Orders, returns, credit status, etc. are accurately processed.
2. Files are correct, current, and well maintained. Required reports and records are complete and timely.
3. Customer problems are politely and quickly researched and resolved. Professional business relations exist with customers and assistance is provided as needed.
4. Effective working relations exist with Company personnel. Assistance is provided as needed.
5. Management is appropriately informed of area activities.

QUALIFICATIONS

EDUCATION/CERTIFICATION:
High school graduate or equivalent.

REQUIRED KNOWLEDGE:
Knowledge of Company products and sales policies and procedures.

EXPERIENCE REQUIRED:
Customer service and data entry experience preferred.

SKILLS/ABILITIES:
Excellent communications and public relations skills.
Well organized.
Attentive to detail.
Willingness to assist others.
Strong typing abilities.
Able to use PC and office equipment.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
  • FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
  • TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
  • AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
  • REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and/or fingers.
  • AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
  • PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS
  • NONE: No hazardous or significantly unpleasant conditions. (Such as in a typical office.)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
  • REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
  • MATHEMATICS ABILITY: Ability to perform basic math skills, use decimals to compute ratios and percent, and to draw and interpret graphs.
  • LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary.
  • TALENT COMPENTENCIES: Customer Focus, Communication – Written & Oral and Integrity
Drug-Free Workplace and Equal Opportunity Employer.

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