Job Description – Customer Service Representative
Customer Service Manager
The Customer Service Representative is responsible for assisting customers in person and via
the telephone and email. The Customer Service Representative is accountable for dealing with
customer complaints, inquiries, quotes, orders and processing transactions. They are the front-
line agent in all customer requests, service & needs and are the main delegate for the client’s
customer relations image.
Ensure quality customer service is provided continuously.
Work toward the common goals of the client.
Maintain up to date information and knowledge in order to work effectively, serve customers
and uphold the client’s objectives.
Develop a working understanding of clients through communication with customers. Meet all
reasonable client requests diligently.
Collaborate with Customer Service Manager and Sales Reps to achieve the client’s
objectives and provide quality customer service.
Assist customers with standard account-related requests and inquiries.
Provide internal sales, technical support and product recommendations.
Process customer orders and conduct customer follow-ups.
Research and provide quotes by email or fax for clients
Manage all requests including vendors, customers and salespersons.
Receive and answer phone calls and emails.
Expedite customer orders.
Investigate and resolve any customer issues.
Perform any walk-in counter sales and transactions.
Collaborate with sales personnel to provide quotes, process orders and source products.
Execute invoicing when needed.
Act as liaison between customers and the client
Complete administrative tasks and needs as required.
Execute product sourcing.
Provide delivery dates to interested parties.
Maintain strong customer relationships.