Customer Service Representative

Role Overview

• Actively problem solve and identify creative solutions to effectively answer internal and external customer questions, provide guidance, and resolve issues both promptly and thoroughly
• Establish relationships and engage with customers in a professional manner
• Effectively communicate with both internal and external customers by adjusting your communication style to your audience
• Keep organized records of all conversations in our call center database in a comprehensible manner
• Be a liaison between operations, sales, finance, and the customer ensuring timely communication and facilitating understanding by all parties
• Support customers through typing, phone, and computer skills by navigating the internet and website, multiple browsers, e-mail, CRM, and other platforms
• Review incoming customer requests for accuracy, enter orders into order management system
• Schedule shipments (outbound deliveries and inbound returns) utilizing logistics system, coordinating shipping documents, paperwork, and DOT requirements
• Reconcile refrigerant buyback results and inform customer of final totals and resulting buyback credits
• Coordinate with Accounts Payable team to ensure customers is paid in a timely manner, and coordinate with Accounts Receivable on customer balances owed
• Follow detailed verbal and written instructions

Requirements

• Associate degree or equivalent work experience (Bachelor’s Degree preferred)
• 1-3 years customer service experience in a manufacturing/industrial company preferred
• Experience with Word and Excel, CRM systems and order management systems