Job Summary:

Reporting to the Customer Service Manager, the Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Duties & Responsibilities:

• Direct customers to online credit applications and assist as needed.
• Resolve productor quality problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution by working with internal Quality Manager.
• Input customer adjustments for credits and debits.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Contribute to team effort by accomplishing related results as needed.
• Manage large amounts of incoming calls.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Resolve customer complaints via phone, email, mail.
• Greet customers warmly and ascertain problem or reason for calling.
• Assist with placement of orders or credits.
• Advise on company product information.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Answer questions about warranties or terms of sale.
• Work with Customer Service Manager to ensure proper customer service is being delivered.
• Perform other duties as assigned

Requirements:

• High school diploma or equivalent; college degree preferred. 
• Strong phone contact handling skills and active listening.
• Familiar with SAP and EDI systems preferred.
• Excellent verbal and written communication skills.
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to multi-task, prioritize, and manage time effectively. 

Additional Skills:

• Ability to communicate professionally and effectively.
• Ability to work well and collaborate in a team environment.
• Willing and able to maintain strict adherence to safety rules and regulations, to include wearing safety equipment, e.g. safety glasses, hearing protection, and other PPE as required by specific jobs.
• High level attention to detail.

Physical Demands:

This position occasionally requires long hours and occasional weekend work. The employee is expected to be able to lift and carry heavy items (up to 50 lbs) and perform physical tasks as required.

Travel:

This position does not require travel to other Woodgrain locations.