Senior Customer Service Representative

Customer Service Rep

Job Summary:

Responds to customer inquiries, expedites critical orders, communicates dispositions, researches and resolves issues, and researches orders.

Principal Responsibilities:

• May provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit problems and/or other such support to sales team members and/or external customers (including order expediting, stock queries, reporting and stock rotation).
• May Identify, investigate, and participate in opportunities to improve processes and procedures, to include various key performance metrics.
• Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with consumer laws.
• Maintains and updates electronic and/or hard copy records as required.
• Other duties as assigned.

Job Level Specifications:

• Mastery knowledge of the job, practices and procedures, as well as how it affects the organization. Develops process improvement for a wide variety of tasks.
• Consistently works on highly complex problems requiring independent action and decision-making. Determines best course of action to resolve problems and makes recommendations for improvement.
• Work is performed under little or no guidance and assigned in the form of broad objectives. Significant creativity and ingenuity are expected to recommend solutions to complex problems and additional challenges. May act as informal team lead and/or coach less experienced team members.
• Frequent collaboration with management, external contacts and/or other teams. Coordinates efforts with other departments for optimal efficiency. May act as a point of contact for individuals internally and/or externally.
• Actions may impact the department and the organization. Errors may be difficult to detect and remedy and may require significant expenditure to resolve.

Work Experience:

• Typically requires a minimum of eight years of related experience.

Education and Certification(s):

• High School Diploma or equivalent

Distinguishing Characteristics:

• Extensive computer, email, phone, communication and problem solving skills.
• Must be able to multi-task and work in a fast paced environment.
• May require fluency in more than one language.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.

Experience Level

Senior Level