JOB DESCRIPTION JOB TITLE: Customer Service Representative DIVISION/DEPARTMENT: Sales & Operations FLSA STATUS: Exempt STARTING WAGE: $26,000 - $33,000 Commensurate with experience
REPORTS TO: Chief Executive Officer (CEO)/Chief Operating Officer (COO) SUMMARY: The Customer Service Representative (CSR) supports all departments within the company in front-line service to our customers. A successful CSR will display a “customer comes first” attitude and will ensure delivery of a positive customer experience. This may include such responsibilities as accurate reporting, on-time performance of pickups, rapid response to customer inquiries and many other duties. QUALIFICATIONS & EXPERIENCE: o Minimum 3 years customer service experience o Strong working knowledge in customer service, logistics, and sales. o Commitment to providing exceptional customer service to customers, partners and vendors. o Proven excellent communication skills; must be able to listen effectively to the customer and implement solutions. o Proficiency with automated order entry, scheduling, shipping, manifest, and tracking systems. o Demonstrated time management and organizational skills with the ability to be responsible for many tasks at one time o Strong analytical problem solving skills and attention to many details. o Ability to act as a team member in concert with other departments or facilities o Strong skills with Microsoft Office software especially Excel o Proficient with database software. Experience with FileMaker Pro desirable ESSENTIAL DUTIES: 1. C usto mer Orientatio n (Co mpetencies include composure, listening, resultsorientation) Exceed customer expectations through positive, proactive, and results-oriented customer service. o Daily contact with customers in areas including: job scheduling, satisfaction surveys, reporting, billing and job tracking. o Monitor results and follow-up as necessary to ensure customer satisfaction. Assist with the administration of account activities for active customers including reviewing invoices to ensure they match agreed service commitments to customers. o
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2. Com munication (Competencies include collaboration, assertiveness, approachability) o o o Positive and effective collaboration with all departments Able to communicate professionally with customers at all organizational levels. Ensure all customer calls and inquiries are handled in a consistent, timely, friendly, and professional manner
Date Written: January 27, 2009 Date Revised: January 27, 2009
3. Analysis and Problem Solving (Competencies include attention to detail, being proactive, interdepartmental communication) o o o o Troubleshoot and resolve non-routine customer complaints and service issues to ensure a high level of customer satisfaction, client relations, and service standards. Research and determine root-cause and develop solutions to meet customer needs. Proactively interact with customer, sales, operations and other internal teams to review service levels and identify and implement solutions and improvements. High attention to detail and a commitment to continuous quality improvement
4. Scheduling and Resource Allocation (Co mpetencies include attention to detail, being proactive, communicatio ns) o o o o Schedule local, state, interstate and national pickups and deliveries. Route pickups to meet customer demands and maximum efficiency. Coordinate logistics with Facility Managers and Supervisors. Communicate with customer’s site contact to determine scope and specific demands of pickup.
5. Job Processing (Co mpetencies include communications, accurate input of information into systems, follow-through) o Accurately and timely input, review and communicate customer expectations to operations and other staff o Follow-up on customer or internal requests regarding work o Ensure complete information regarding on-site conditions, on-site work needs, and other customer requirements o Assist with the administer of special projects for customers 6. Reporting (Competencies include accuracy, tim eliness, communications) o o o o Produce activity reports and analysis for customers and sales department on an as-needed basis and to support business reviews. Send timely and accurate reports to customer as prescribed by scope of work or contract. Proactively respond to ad hoc requests for reports from customers and other departments Assist with data collection and analysis and initial proposal writing to help sales department in their proposals and presentations to prospective clients
7. Other duties as assigned . REPORTING TO THIS POSITION: No direct reports PHYSICAL DEMANDS AND W ORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands: While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. Date Written: January 27, 2009 Date Revised: January 27, 2009
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this 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.
GENERAL SIGN-OFF: The employee is expected to adhere to all company policies. I have read and understand this explanation and job description.
Signature:_______________________________________ Date:___________________
Replaces:
Date Written: January 27, 2009 Date Revised: January 27, 2009