Customer Service Representative

Serves customers by providing product and service information; resolving product and service problems, as well as telephone contact, written communication, and or face to face resolution.

Position Responsibilities;

• Provide customer support by answering all incoming phone calls and emails from both distributors and end users involving: open order status, lead times, pricing, determination of Empire parts for all systems
• Daily order entry for all purchase orders in a quick and accurate manner
• Sort all daily orders alphabetically into main open PO file
• Maintain open order report - will involve contacting other departments for updates on parts and contacting dist. to notify of shipping delays
• filing of all orders that have shipped by attaching invoices to corresponding po’s
• Pull any necessary drawings/job folders needed
• Schedule daily pick up for all FED EX small packages into FED EX one-line system to obtain labels/provide to shipping
• Attach the day’s shipments by Invoice to their corresponding po and then file into main customer service files
• Weekly review of UPS bill to ensure Empire has not received any unaccounted for freight charges
• Maintenance of excel files used for end user referrals and distributor price increase notifications
• Enter all RMA (return material authorization) forms, distribute to distributor and maintain open RMA File
• Contact UPS/FED EX if any damages occur during transit from Empire to recipient on small packages and file claim
• Performs other duties as assigned
• Performs all customer service tasks as required

• One year’s experience in Customer Service
• Knowledge and ability – English and grammar
• Pleasant telephone voice/manner
• Ability to operate simple office equipment sufficiently to perform the job
• Ability to compose correspondence (Excellent oral and written communication skills)
• Excel

• Receives customers’ requests by telephone or mail, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the request to the proper person
• Analyzes transactions, corrects records, and adjusts errors
• Maintains liaison with other departments for order status/completion
• Create orders, emails catalog, samples, price quotations, and similar data to customer, as required
• Prepares and forwards preliminary paperwork to Returns and Replacements on problem orders
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Multi-tasking
• Organized, detail oriented
• Problem solving skills
• Retain product knowledge
• Able to follow through on issues with accuracy and limited supervision