Customer Service Representative - Remote

1. Customer Service

(1) Keys in sales orders daily with no more than 2 errors per month...

(2) Sets up new clients as needed

(3) Handles exception calls as needed

(4) Provides support for sales reps as needed

2. Standing Orders

(1) Sets up initial standing order for customer, as needed

(2) Maintains standing orders, including holds, releases, and additions

(3) Errors counted against metric stated in 1.1

3. Exception Processing

(1) Processes exceptions into the Case module as needed

(2) Creates credit memos, files freight claims, issues call tags, follows defective product procedure, and reships

items all as required per exception

4. Freight Claims

(1) Processes freight claims as needed

(2) Processes disputes and pursues payment from the carrier

(3) Files claim paperwork

5. Performs in a manner consistent with company Core Values and Purpose.

6. Attends all scheduled meetings, missing no more than 10% annually.

7. Clocks in and out for work and lunch with no more than 1 error per month.

8. Provides excellent customer service.

9. Follows all OSHA and other safety guidelines.

10. Actively demonstrates teamwork at all times.

11. Manages any stress on the job, including but not limited to meeting deadlines.

12. Adheres to company safety standards at all times, such that no serious (requiring medical attention) injury occurred

during the prior 12-month period.

13. Follows other policies and procedures such that there are no verbal or written warnings during the evaluation period.

Experience

Required
? 2 year(s): At least 2 years? experience in relationship-building customer service environment for a tangible

Preferred
? 1 year(s): Experience with ERP systems such as Epicor

Education

Preferred
? High School or better

Behaviors

Preferred
? Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
? Dedicated: Devoted to a task or purpose with loyalty or integrity
? Team Player: Works well as a member of a group

Motivations

Preferred
? Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
? Self-Starter: Inspired to perform without outside help

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