Overall Responsibilities: The Customer Service Representative (CSR) fields calls from customers to process orders and works to resolve issues they raise concerning orders, shipments, or billing. A successful CSR must understand the TAG business, so they can resolve various types of customer issues. Customer Service Representatives must show empathy or sensitivity to the customer regarding the issue at hand.
RESPONSIBILITIES: • Answers the telephone within the 2nd ring, no more than three. • Completes secondary work assignments while consistently being interrupted with the primary work assignment of answering the phones. • Assists the caller in a timely manner without rerouting the call to someone else. • Will always follow-up with special customer service situations and requests. • Traces shipments for caller, in a timely manner, and takes the EXTRA STEP to advise the Customer of delivery date/time, thus ensuring a happy customer. • Informs customers of existing price quotes, shipping date, anticipated delays, and additional information needed by customer. • Routes order to appropriate department for filling and follows up on orders to ensure delivery by specified dates. • Attempts to sell additional merchandise to customers. • Self-starter with a hands-on approach and the ability to work independently. • Submit detailed orders to appropriate personnel with clear and concise information. • Quote products and prices under existing company guidelines with the help of Sales Manager and/or Controller. Follow-up on all open quotations to secure orders and close sales. • Acts as a knowledgeable resource for all Leer customers and has the ability to work unaided. • Assists in possible needed administrative duties, related to the customer base. • Keep thorough notes and records of each conversation with customers, sales personnel, and internal contacts to ensure a valid paper trail is kept. • Personal skills including professional appearance and time management. • Other duties as assigned or needed.
Characteristics and skills: • Work well within a team environment. • Strong problem-solving skills. • High attention to detail and accuracy. • Superior organizational skills, as well as a proven ability to provide quality service in a fast-paced environment. • Ability to “build relationship” with customers to drive high Customer Satisfaction. • Ability to multitask, effective time management skills and a basis for action. • Excellent written and verbal communication skills. Customer service focused on good telephone skills with a positive attitude. • Effective Presentation Skills. • Very sharp, innovative and accustomed to “figuring it out”. • Mature judgment and decision-making ability. Educational and other requirements: • 2-4 years prior Customer Service Experience • High School diploma or general education degree (GED) required. College equivalent a plus. Pick-up truck industry product knowledge, a plus. • Proficient in Microsoft Office and related software packages. • AS 400, JD Edwards experience helpful but not necessary. • Basic computer skills are required. • Able to accurately type 45 words per minute. #LI-DNI
