The role of the
International Customer Service Representative is to provide a superior level of customer service to all of our
external and internal customers. This
position is for a dedicated service individual that is willing to make a
personal commitment to meet and exceed customer expectations with each and
every contact. This person must be
enthusiastic, patient and have excellent problem solving and follow through
skills while working in a fast-paced environment. This position requires a high level of
flexibility and the ability to maintain a positive attitude.
Essential Duties and Responsibilities:
Customer Service
- Receives and answers inquiries
from customers by phone, fax, postal mail and electronic mail concerning
price, and availability as well as the application of products, services
and programs.
Provide exemplary service to
consumers and/or sales representatives by responding to product inquiries
and service inquiries.
Tracks the progress of orders and
communicates status to customers and/or sales representatives.
Provides instructions for
returning products, issuing return authorization numbers and return shipping
labels when applicable.
Prepares mailings of catalogs and
promotional materials for customers.
Thoroughly researches customer
issues, complaints and comments and provides complete and timely
resolution.
Oversees order fulfillment
activity for assigned accounts to provide the best service possible.
Works with shipping team and
customer to coordinate shipping of orders
Manages open order report for the
assigned accounts and communicates any issues or updates as needed to
these customers and/or sales reps.
Strives to meet and exceed
territory objectives by assisting sales team in promoting items and
programs available to help drives sales.
Helps to research discrepancies
reported by customer or sales representative and search for win/win
solutions.
Contributes to team goals by
accomplishing related results as needed.
Consistently looks for
opportunities to improve service.
Other duties as assigned and
necessary.
Processing
- Receives and enters orders from
customers and sales representatives.
- Enters orders, by deadlines
established within the department.
Receives and processes order
adjustments.
Processes special request orders as
need for internal and external customers.
Other duties as assigned and
necessary.
Competencies:
- To perform the job successfully, an individual should
demonstrate the following competencies:
- Strives to continuously build
knowledge and skills.
Maintains confidentiality.
Remain open to ideas and tries new
things; Shares expertise with others; Gives and welcomes feedback; Applies
feedback to improve performance; Contributes to building a positive team
spirit; Asks for and offers help when needed.
Works ethically and with
integrity.
Upholds organizational values.
Displays willingness to make
decisions; Exhibits sound and accurate judgment; Supports and explains
reasoning decisions; Includes appropriate people in decision-making
process; Makes timely decisions.
Measures self against standard of
excellence; Demonstrates accuracy and thoroughness; Reacts well under
pressure; Assesses own strengths and weaknesses; Accepts responsibility
for own actions; Treats people with respect and consideration.
Meets productivity standards;
Strives to increase productivity; Completes tasks correctly and on time;
Uses time efficiently; Aligns work with strategic goals; Looks for ways to
improve and promote quality; Displays orientation to profitability.
Is consistently at work and on
time; and commits the time required to meet the goals.
Qualifications: Customer service experience, attention to detail, good problem-solving skills, documentation skills, excellent listening and phone skills, ability to
analyze information and resolve conflicts, ability to multi-task. Spanish
speaking preffered.
Education and Experience: Associate degree (A.A.) or equivalent
from a two-year college or technical school or two
+ years' experience in a manufacturing or distribution company with emphasis on
customer service and/or public contact, or equivalent combination of education
and experience.
Language Skills: Exceptional
written and verbal communication skills required; Ability
to read and comprehend simple instructions; short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in
one-on-one and small group presentations to customers, clients, and other
employees of First Tactical; Speaks
clearly and persuasively in positive and negative situations; Listens and gets clarification; Listens to others without interrupting.
Mathematical Skills: Ability
to add and subtract two-digit numbers and to multiply and divide by 10’s and
100’s; Ability to perform these operations using units of American money.
Reasoning Ability: Ability
to apply common sense understanding to carry out detailed but uninvolved written
and oral instructions; Ability to deal with problems; Exceptional
organizational skills required; Ability to recognize and resolve problems quickly using
sound judgment.
Computer Skills: To
perform this job successfully, an individual should have extensive computer
experience to include Microsoft Word, Excel or similar order software. Working knowledge
of ABS, a strong bonus. 10 keys by touch are required.
Physical Demands: The
physical demands described here are representative of those that must be met by
an employee to perform the essential functions of the job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
While
performing the duties of this job, the employee is regularly required to sit,
talk and hear, use repetitive motion, type, use ten key, and keyboard. The employee is frequently required to use
hands and fingers to handle and feel.
The employee is occasionally required to stand, walk, and reach with
hands and arms. The employee must
occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision to
utilize the computer monitor.
Work Environment: The
work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
The noise level
in the work environment is usually moderate.
Position
Type and Expected Hours of Work: Days
and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m with a 1 hour
lunch break.
