Job Description

The Opportunity: Entry level position; answers routine questions and issues from external or internal customers. Frequently escalates more complex customer complaints or issues to more senior customer service representatives. Major Job Duties and Responsibilities (List in order of importance) Primary contact with customers by email/fax/chat/phone concerning orders, returns, shipments and products. Receive and enter phone, fax, email, and chat orders. Call/Email customers when necessary to advise shipments delay and/or information necessary to process orders. Make changes to or cancel orders/backorders and notify customers as required. Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.). Initiate file maintenance for corrections to customer file. Complete/route appropriate internal documentation to initiate processes to fulfill customer order(s). Manage order entry database as required to satisfy customer requests. Generate reports from database as per business needs. Work closely with internal departments and/or manufacturer to assure commitment to customer is met in a timely manner. Solicit sale of new or additional services. Handle irate customers in a professional manner. Obtain customer feedback information and provide timely feedback to company regarding service failures or customer concerns. Initiating shipment tracers with carriers. Performs other duties as assigned. Qualifications Any Undergraduate or Postgraduate **Flexibility to work in Night shifts is a must. Knowledge Skills and Abilities (Those necessary to perform the job competently) Must demonstrate working knowledge of personal computer applications, such as Microsoft word, Excel, Access, and Outlook. Excellent customer service skills (friendly, courteous, and useful) Excellent communication skills (grammar, voice, diction) Strong customer orientation Ability to evaluate customer needs and respond with appropriate action/delivery.