Job Summary:

The Customer Service Representative IV will interact with the company’s customers by addressing inquiries and resolving complaints.

Duties/Responsibilities:

•  Interacts with customers via telephone, email, or in person to provide support and information on products or services.
•  Collects and enters orders for new or additional products or services.
•  Creates invoices according to company practices; submits invoices to customers, call customers to collect past due invoices.
•  Resolves complex or unusual requests and problems that may require a customized response and communicates solutions or requested information to the customer.
•  Uses ERP database to record activities and creates invoices according to company practices; submits invoices to customers.
•  Analyzes a customer's service needs and refers to other service or technical departments for follow-up or additional information as needed.
•  Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
•  Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
•  Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
•  Assists with office tasks.
•  Performs other related duties as assigned

Required Skills/Abilities:

•  Excellent interpersonal and customer service skills.
•  Service-oriented and able to resolve customer grievances.
•  Excellent communication skills including active listening.
•  Strong analytical and problem-solving skills.
•  Ability to function well in a high-paced and at times stressful environment.
•  Proficient with Microsoft Office Suite or related software.

Education and Experience:

•  High school diploma or equivalent preferred.
•  5-7 years of customer service experience required.

Physical Requirements:

The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•  Position requires concentration, accuracy, and focused mental effort.
•  Works in a normal office environment with occasional exposure to warehouse heat, moderate noise, dust, dirt, and fumes.
•  Occasionally lift, carry, push, or pull up to 20 pounds.