Customer Service Representative

Customer Service Representative


The position of Customer Service Representative is suited to those with excellent organizational and keyboard skills and a keen sense of customer service. Working in this area you are responsible for assisting members of the sales team with various administrative tasks as well as managing in house accounts. These include taking phone calls, answering email inquiries, and faxing documents.

Coordinate activities within the department; work with clients to introduce them to the correct salespeople, who will then help them with their inquiry. Coordinate deliveries for customer orders with the shipping and remanufacturing department. A good standard of education is usually required for the role and it is important for support staff to enjoy working in a lively environment, with the ability to cope with the pressure of deadlines.


Customer Service Representatives work in the administration side of the business. Job duties include handling correspondence, reviewing and distributing sales related documents, examining client accounts, and the preparation and distribution of sales reports. Generally, the job requires 40 hours per week but as they must meet targets, they will work overtime to achieve that. Functions of the Customer Service Representative Position include:

· Answer incoming phone calls

· Monitor existing orders, coordinate schedule for future orders

· Compile Sales Reports

· Process Sales Orders

· Input orders

· Schedule completion date if remanufactured material

· Schedule delivery date with customer

· Provide Sales Orders to Shipping and Receiving Department

· Process Purchase orders

· Input orders

· Schedule delivery date with suppliers when applicable

· Send PO to supplier and to Accounts Payable Dept.

· Arrange 3rd party carriers

· Long-distance shipments, Recyclable Waste Shipments (OCC, LDPE)

· Maintain proper insurance paperwork on current carriers

· Measure and track on time delivery

· Gather delayed shipment information

· Compile data into spreadsheet and perform analysis

· Stay abreast of any situations that may arise to keep key personal aware of any situations that may impact customer service

· Processing of Credit Memo’s

· Fill out Customer Complaint Form and get proper approval from CEO and Director of Ops.

· Call on all new accounts within 48 hours to measure satisfaction

· Create agenda and prepare meeting minutes for weekly sales and operations meeting

· Call on current customers to measure customer loyalty

· Follow New Account Process meticulously and with urgency

· Reports as needed

· Other duties as assigned

Knowledge, Skills and Abilities Required:

· Courteous and efficient phone skills

· General Computer skills and ability to learn new programs to complete and review customer orders

· MAS 90 knowledge a plus

· Efficient with Microsoft Excel, Microsoft Word and Microsoft Outlook

· Interpersonal skills necessary to coordinate with plant manager and shipping supervisor to complete orders in a timely manner.

· Ability to multitask

· Attention to detail/accuracy