Customer Service Representitive

Justrite Safety Group is a dynamic organization dedicated to protecting people, property, and the planet through advanced industrial safety solutions. The Customer Service Representative role involves managing customer fulfillment activities, resolving issues, and supporting customer retention efforts while collaborating with a dedicated team to enhance customer satisfaction.

Responsibilities:

• Customer Call Center: Answer incoming calls and assist customer with various requests ranging from: pricing, availability, freight quotes, RGA, shipping issues, tracking of PO’s, lost/damaged goods, technical, distributor inquires and credits. Prompt response to customer issues and inquires received via: phone, fax and email. Response time will vary dependent on research needed
• Order Entry:Manually enter physical orders from customers and process EDI orders (only as necessary. ie. order blitz’s). EDI orders shall have a backup CSR (or 2) trained for those days he/she is out-of-office. Both should be performed consistently throughout the day in a timely and efficient manner with a high focus on accuracy to eliminate errors and mis-shipped goods
• Order Discrepancy Resolution/RGA’s: Research credit & debit issues from the credit dept to determine validity. This is to be done as frequently as required (currently done weekly). Research validity of RGA’s per customer request. Follow the standard procedure for RGA follow-up upon closure. RGA’s to be monitored on a weekly basis for expiration. RGA’s shouldn’t be open for longer than 30 days without Supervisor authorization. Research will include pulling PO, BOL, packing list and other material/communiqué necessary to make a sound decision. Credits/debits can be issued or denied based on research. Research should be completed in a timely manner. All CSR debits/credits to be brought to the Sr. for evaluation & entry. This will be a training piece until the CSR is experienced enough to enter their own accurately
• Product Knowledge: Continually seek to improve knowledge on Justrite products through team, individual and quality training. Review catalog and literature annually (or as needed). Update Tech Manuals with the assistance of Engineering, who will digitally revise
• Process Improvement/New Hire Development: Assist management on process enhancements to improve quality of work and eliminate errors. Search for ways to improve current procedures to enhance the customer’s experience. Work with internal departments to streamline processes and reduce errors. Assist management in training new staff on processes and procedures. Backup manager as needed

Requirements:

• Microsoft Office Suite
• MAPICS/AS 400
• Clear, concise interpersonal communication
• Experience working in a team environment preferably with a small to medium size company