About this role
As an Associate Representative - Customer Service, you will respond to customer inquiries by telephone, e-mail and/or walk-ins to provide inquiry or problem resolution. You will resolve routine and basic problems and communicate solution or requested information to the customer. You will analyze a customer's service needs and refer to other service or technical departments for follow up as needed.
Responsibilities:
• Interacts with customers by phone or in person to provide information and to ensure best service possible. • Handles and resolves customer complaints, special orders, or returns in-store, via phone or mail. • Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. • Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping. • Keeps records of customer interactions and transactions, records details of inquiries, complaints, comments, and actions taken. • Refers unresolved customer grievances to designated departments for further investigation. • Completes customer invoicing. • Identifies additional product or service opportunities with existing or potential clients, and determines with customer sales and service manager, whether customer sales and service or outside sales should manage opportunity. • Maintains regular contact with existing clients, continually working to understand new or existing "pains" and needs and developing strategies to address those pains. • Prepares for, attends, and participates in weekly sales meetings. • Remains current on industry trends, market activity and competitor products.
Qualifications:
• High School Degree or Equivalent required; Associate degree (U.S.)/College Diploma (Canada) preferred • 0-2 years of relevant experience • 1 year of sales experience preferred • Direct Sales (B2B) experience preferred • Strong knowledge of retail and wholesale sales principles, methods, practices, and techniques preferred • Knowledge of principles and processes for providing customer and personal services including, customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction • Ability to build working relationships with other functional areas to best support mutual objectives • Basic problem-solving skills and ability to analyze information in order to provide excellent service to internal and external customers • Ability to research and resolve customer issues • Strong written and verbal communication skills • Basic computer skills • Ability to effectively prioritize and execute tasks • Ability to build and maintain long-term relationships with customers