Customer Service Representative

Customer Service Representative

Job Description

Position Overview:
Under the general supervision of the Customer Service Manager, this position requires an individual with a strong dedication to quality customer service. Superior telephone etiquette and the ability to interact effectively with customers is required. As a part of the Customer Service team, the Customer Service Representative is expected to work collaboratively with and earn the respect of, all other DAC team members; and work in tandem to continuously improve purchasing processes that will positively impact customer service and grow profitably.

Duties and Responsibilities:

This information is intended to be descriptive of the key responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.
Receive incoming calls, process telephone orders from customers, and verify correct items, quantities, prices, and availability.
Coordinate customer orders to ensure they are shipped on time; effectively communicate priority orders.
Contact customers who have blanket orders on a regularly scheduled basis.
Obtain information on new customers.
Troubleshoot and resolve customer issues with products or specific orders.
Receive and direct calls (other than customer service) to the appropriate personnel.
Assist Area Managers with the fulfillment of orders, special orders, or research necessary.
Track and address any back order issues, and all other manual reporting; audit as necessary (attention to detail).
Establish and maintain professional communication with internal/external customers and vendors.
Collaboratively work with inter-departments and customers.
Notify the Manager on escalated issues such as mis-shipments, or incorrect orders, etc.
Participate in continuous improvement and physical inventory activity.
Mastery of the company’s product catalog and technology; keep informed of all new company products to efficiently service all customers.
Performance of other duties as assigned by the manager.

Minimum Qualifications:
Minimum of 2-3 years of customer service experience or related field.
High school diploma or GED.

Skill Requirements
Advanced communication skills/ Polished phone etiquette.
Knowledgeable in customer service delivery.
Knowledge and experience with improving processes.
Excellent written and verbal communication skills.
Strong organizational, problem-solving, and analytical skills.
Ability to manage priorities, workflow, and implementing actions.
Proficient with MS Office (Word, Excel, PowerPoint)
Advanced data entry skills.
Systems literate – Soloman, SAP

Notes:
Onsite
Work hours: 8:00am - 5pm
Temp to Perm

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.