Customer Service Representative

Role Overview

• Provides telephonic customer service and assistance
• Communicates directly with customers and assists in resolving problems
• Records information and processes files to ensure appropriate documentation is maintained
• Supports Empire sales representatives by researching products, customer history, pricing, and account information
• Processes all necessary paperwork and correspondence to establish and maintain customer accounts
• Performs electronic entry and maintenance of customer account information within company systems
• Communicates with customers by phone, email, and in person to receive and process orders, answer product, pricing, delivery, and account-related inquiries, and resolve customer concerns
• Maintains control and processes actions involving order voids, return orders, call backs, check remotes, and invoices not routed
• Maintains files and records for customer documentation, correspondence, and account activity
• Completes paperwork for order pickups, no-charges, credits, routine product orders, and other customer service transactions
• Updates customer files and information as needed to ensure accuracy
• Addresses customer complaints concerning billing, product availability, deliveries, or services rendered
• Refers service failures and unresolved customer concerns to the appropriate sales representative or manager
• Assists with daily, weekly, and monthly reports and distribution
• Utilizes Microsoft Office applications, SAP, camera systems, and other company software to perform job duties efficiently
• Maintains confidentiality of customer and company information
• Performs other duties and special projects as assigned by the Customer Service Manager or Company Leadership

Requirements

• High school diploma or general education degree (GED)
• one to three months related experience and/or training
• equivalent combination of education and experience
• knowledge of Spreadsheet software
• knowledge of Word Processing software
• ability to navigate SAP software
• familiarity with ProDiver business intelligence software

Benefits

• excellent benefits
• competitive wages
• potential for growth opportunities