Customer Serivce Rep II

Overview

The Customer Service Representative II is a middle-level, overtime eligible position that reports to the Customer Service Management team. The Customer Service Representative is responsible for providing effective customer service for all internal and external customers by responding to customer and sales representatives’ inquiries, processing orders, developing customer relationships, and reactivating and creating accounts.

The pay range for this position is $22.50 to $32.00 per hour. Compensation will be determined based on education, experience, and other factors in accordance with applicable laws.

Essential Functions

• In addition to all the functions and requirements of Customer Service Representative I, this position will include the following functions:

     - Fielding product questions.

     - Assisting with domestic distributors and developing customer relationships.

     - Updating customer accounts and contact information.

     - Creating new accounts, obtaining credit applications, and verifying payment history using D&B website.

     -Providing support to other departments as needed, such as Accounts Receivable, with updated billing information.

     - Able to assist Sales team as needed by forwarding leads and new Sales opportunities.

• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Knowledge, Skills & Abilities

Required:

• Minimum of 1 year experience as Customer Service Representative I.

• High school diploma or GED equivalent.

• Skilled in MS Word, Excel, and Outlook.

• Excellent verbal and written communication skills.

• Able to work well with others and work in a team environment.

• Able to pay attention to detail and work with deadlines/delivery dates.

Preferred:

• Knowledge of Sales Ordering Systems.

• Multilingual is a plus.

Physical Requirements

• This person will spend long hours sitting, using office equipment such as a phone, headset, calculator, copy machine, and computer, which can cause muscle strain.

• There are several deadlines associated with this position, which may cause significant stress.

• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand, as necessary.

• The person in this position frequently communicates with customers who have inquiries about shipping and/or payment information. This person must be able to provide accurate information in these situations.