Order Entry Customer Service Representative

Customer Service Representative
$20/hr 
Bedford, OH
Onsite
Contract to Hire 

We are seeking a dynamic customer service representative to assist with order entry and general administrative work by following through with customers and clients. Please see below. 

A Customer Service Representative is responsible for engaging with customers and processing orders. The Customer Service Representative utilizes ERP systems to process orders, record prices and delivery dates, maintain customer information and other data related to each transaction.  Researches and resolves order errors and updates the system.  Confirms orders, updates shipping status, and notifies customers of any backorder or delivery delays.  Prepares packing lists and other order-related documentation.
Duties include answering phone calls or emails from customers, entering orders into company ERP system, participating in meetings with the customer service team to discover new communication tactics and maintaining expert knowledge about company products or services to best help customers.

Tasks

• Manages large amounts of incoming phone calls.
• Identifies and assesses customers’ needs to achieve satisfaction.
• Builds sustainable relationships and trust with customer accounts through open and interactive communication.
• Provides accurate, valid and complete information by using the right methods/tools.
• Ensures appropriate turnaround time on all order entry processes.
• Collects orders over the phone, through email, and occasionally on paper and enters order information into the ERP system.
• Works closely with other departments such as sales, manufacturing, and shipping to maintain order accuracy and track product availability.
• Handles customer questions and complaints, providing appropriate answers and solutions; following up to ensure resolution.
• Keeps records of customer interactions, processes customer accounts and files documents.
• Meets personal/team call handling quotas.
• Follows communication procedures, guidelines, and policies.
• Goes the extra mile to engage customers.
• Other tasks as assigned.

Skills & Attributes

• Team-oriented, detail-oriented.
• Strong phone contact handling skills and active listening.
• Familiarity with ERP systems and practices.
• Customer oriented with an ability to adapt/respond to different types of personalities.
• Ability to take initiative and think strategically.
• Anticipates questions and is proactive in solving problems.
• Ability to multi-task, prioritize, and manage time effectively.

Requires a high school diploma or equivalent.  May require 1-2 years of general work experience.  Typically reports to a manager.  The Customer Service Representative works under the close direction of senior personnel in the functional area.

We look forward to seeing your application! 

#ZR