Customer Service Associate

Job purpose

The Customer Service Representative helps ensure customer satisfaction by ensuring that orders are processed correctly, and all deadlines are met. They answer product and service questions, suggesting information about other products and services. They process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction.

Essential Job Functions

• Order entry – Includes but not limited to direct entry, fax, online orders

• Answer customer and territory/account managers phone calls

• Respond to territory manager and customer questions – Provide pricing, availability, product knowledge and enter NCI parts as required

• Open order management – Review customer open orders daily

• Back-order fill management – Review, fulfill, print customer backorders daily

• Customer Credit - Process customer return authorizations and credits per company policy in a timely manner

• Dispatch – dispatch/invoice orders in a timely manner as required

• Inventory/Control/Cycle Counting- Include but not limited to counting, measuring, recording as a team with other warehouse associates

• Year-end inventory- Include but not limited to counting, measuring, recording as a team with other warehouse associates

• Other Job Duties as Assigned: Include but not limited to assisting in order pulling, shipping, receiving, QC, Kitting, front counter, housekeeping, preventative maintenance on equipment, team meeting participation that results in continuous improvement, posting performance metrics, organization of various celebrations, attending training meeting or classes.

Qualifications

• Excellent customer service skills

• Ability to work independently and safely

• Basic computer knowledge required

• Good typing skills

• Data entry skills

• Ability to multi-task

• Detail oriented

• Good decision-making ability

• Good written and verbal skills

• Ability to work in a fast-paced environment for long periods

• Great team spirit

• Able to work alone and self-motivated

• Good math skills

• High school diploma or GED

Working conditions

• In office/warehouse setting

• Minimal climate-controlled environment

Physical requirements

• Able to lift 40 lbs.

• Able to push 30 lbs.

• Able to push or pull 50 lbs.

• Able to reach overhead occasionally

• Ability to sit for prolonged period of time

• Ability to stand for prolonged period of time (when covering front counter)

• Ability to walk, bend, stoop and climb stairs as needed

• Able to use repetitive hand movements: stapling, using tape gun, grabbing bags, typing