Customer Service Representative

Salary $35-38,000

Provide world class Customer Service by exceeding customer expectations through use of courteous soft skill techniques, above standard product and system knowledge, and timely problem/dispute resolution.
Confer with Customers and Direct Sales team by telephone or email to provide information about products and services, quotes, order entry, order confirmations and invoice copies, customer complaints, and order status/maintenance.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SAP and PC software systems.
Identifies opportunities to improve efficiency in Customer Service processes and uses LEAN and other problem solving tools/techniques to implement improvement ideas.
New Customer Set-up in SAP including working with the credit and collections department to process credit application.
Customer Master File Maintenance including updating contact information, sold-to, ship-to, shipping terms, pricing, and customer specific text requirements.
Works with manufacturing plant personnel to expedite processing of goods in accordance with priorities and predetermined schedules in alignment with customer requirements.
Assists Credit department with invoice dispute and billing error resolutions.
Keeps updated on company products, procedures, pricing, shipping schedules and other information to accurately and efficiently handle customer requirements.
Less than 5% travel may be required.
Performs other duties as assigned.
Prior SAP experience and SAP proficiency is desired.
Must be proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook).
1-3 years prior experience in customer service or related area.
Duties require professional verbal and written communication skills and the ability to type 30 wpm.
Must have ability to calculate figures and amounts such as discounts, commissions, and percentages.
Must have ability to apply basic algebra and geometry.
High School diploma or equivalent is required

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