Customer Service Representative

Job Overview:

The Customer Service Rep handles the day-to-day transactions required in response to customer inquiries and orders. 

Roles and Responsibilities:

• Gather, from various sources, all pertinent data required to estimate, enter, and process a customer order into the order entry system, ensuring accuracy and timeliness per standards.
• Provide necessary support to daily needs, which may include answering phone calls, invoicing, pricing, ticket completion, and filing.
• Provide reports outlined by Management – Weekly status report, Monthly budget.
• Conduction business in alignment with Seaway’s core values: 

-Integrity - We do what’s right.

-Team - We trust each other.

-Courage - We welcome change.

-Excellence - We are customer-focused.

• All other duties as assigned

KPIs:

• Response Time - How long it takes to get back to a customer.
• Customer Satisfaction – Ask our customers what they think about us.
• Pricing turn time – Time from request to delivery
• Order Entry – Time from PO to order processed.

Minimum Qualifications:

• High school diploma or equivalent preferred

Minimum Competencies: (Skills, knowledge, and abilities)

• Prior Customer Service and printing experience preferred.

Physical Requirements:

The physical requirements described here are representative of those that an employee must meet to perform the essential functions of the job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perfect their essential functions. While performing the duties of this job, the employee is:

• Frequently required to talk or hear. 
• Frequently required to stand, walk, and use hands to handle, feel, or touch
• Frequent and continuous computer work requiring periods of sitting and close vision.
• Occasionally lift to 10 pounds

(Constantly = 76%-100% of the time; Frequently = 26%-75% of the time; Occasionally = 1%-25% of the time)

Work Environment:

While performing the duties of this job, the employee is in an office environment with frequent communication with customers via email and phone.