Job description

PURPOSE AND SCOPE

The Customer Service Representative processes orders/returns, communicates with customers to ensure fulfillment of their needs, and provides general support in the area of sales, office and data processing.

Essential Job Functions

• Follow Standard Operating Procedures to fulfill all orders, EDI and non-EDI.
• Follow Standard Operating Procedures to process all credit memos, returns/reverse sales.
• Follow Standard Operating Procedures to manage backorders and communicate to customers, rep groups and/or sales managers.
• Maintain CRM database to monitor status of accounts and actions taken.
• Update contacts files with up to date information.
• Review and complete tasks assigned.
• Follow up with order acknowledgments and/or shipping and billing information.
• Respond to e-mails, inbound phone calls, resolving calls in a skillful and prompt manner.
• Field customer inquiries. Resolve problems and answer questions.
• Based on customer situation, is empowered to make decisions.
• Provide feedback for customer’s comments and questions.
• Responds to customer e-mail communication within the established quality parameters and turnaround time.
• Field customer complaints and document appropriately to ensure GMP compliance.
• Share experiences and provide support to team.
• Communicate with Sales Managers concerning all issues pertaining to the customer program.
• Write procedures for processes and tasks in the customer service department.
• Update customer accounts in Navision and maintain item pricing file.
• Send and receive all EDI trading partner documents and functional acknowledgments.
• Review EDI amendments
• Adjust and resend EDI documents as required.
• Provide phone backup support when receptionist is away from her/his desk.
• Communicating with logistics regarding specific shipping needs.
• Research, track, and report on QA incidents.
• Develop knowledge of all products offered by utilizing resources available.
• Provide feedback for improvement in areas effecting the position.
• Other duties as assigned.

About our company:

At our company we pride ourselves on exhibiting quality in all we do. We are built upon core values that cultivate a culture of growth focused on results, customer satisfaction, leadership, innovation and initiative, as well as communication and teamwork. Our company exists to inspire outdoor adventure!

We offer Medical, Dental, and Vision insurance, FSA, HSA, Supplemental Life Insurance, Long Term Disability, 401k with matching program, paid maternity and parental leave, as well as company paid Short Term Disability, a company paid Life Insurance policy. We provide full or part time shifts, weekends off, Paid Time Off after 90 days, paid holidays after 30 days, and a work environment with a hardworking, dedicated, and friendly staff!

Requirements

• High school diploma
• Excellent communication skills, both verbally and written
• Excellent customer service and interpersonal skills
• Strong computer aptitude and proficiency with Microsoft Office Software
• Strong phone skills and detail oriented
• Pleasant and professional personality and demeanor

Job Type: Full-time

Pay: $22,654.16 - $38,767.80 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Littleton, NH: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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