New Concept Technology
Customer Service Representative
New Concept Technology, York, Pennsylvania, United States, 17404
Job Type
Full-time
Description
The Customer Service Representative (CSR) is responsible for providing exceptional service to customers, handling inquiries, resolving issues, and ensuring customer satisfaction. This role involves interacting with customers to address their needs related to product orders, technical support, and general service inquiries. The CSR will work closely with production, logistics, and sales teams to ensure timely and accurate resolution of customer concerns.
Requirements
Serve as the primary point of contact for customers, addressing inquiries and providing information about products, order status, and company policies. Process customer orders, including order entry, verification, and follow-up. Ensure accuracy and timeliness in order fulfillment. Handle and resolve customer complaints, returns, and service issues promptly and professionally. Coordinate with relevant departments to address and rectify problems. Maintain in-depth knowledge of the company's products and services. Provide accurate and detailed information to customers regarding product specifications, usage, and availability. Communicate effectively with customers via phone, email, and other channels. Ensure clear and timely responses to all customer communications. Accurately document customer interactions, order details, and issue resolutions. Maintain organized records and track customer feedback for continuous improvement. Work closely with production, logistics, and sales teams to ensure alignment in fulfilling customer orders and addressing service-related issues. Generate and review reports on customer service metrics, including response times, issue resolution, and customer satisfaction. Provide feedback and recommendations for service improvements. Identify and suggest improvements to customer service processes and procedures. Participate in training and development to enhance service skills and product knowledge. Required Qualifications
High School diploma or equivalent. Associate's degree in Business Administration or related field is a plus. Minimum of 2-3 years of experience in customer service, preferably in a manufacturing or industrial setting. Knowledge, Skills & Abilities
Strong customer service skills with the ability to handle complex inquiries and resolve issues effectively. Proficiency in CRM systems, order management software, and Microsoft Office Suite. Excellent verbal and written communication skills, with the ability to interact professionally with customers, colleagues, and management. Strong problem-solving skills with the ability to address and resolve customer issues in a timely manner. High attention to detail with the ability to manage multiple tasks and ensure accuracy in order processing and documentation. Familiarity with manufacturing processes and products is preferred. Ability to quickly learn and adapt to new systems and technologies. Supervisory Responsibilities
This position does not have supervisory responsibilities. However, the CSR will collaborate with various departments and provide feedback on customer service-related issues. Travel
This role requires minimal travel, primarily for training purposes. Travel will be limited and scheduled in advance. Physical Demands
Ability to sit for extended periods. Frequent use of hands, wrists, and fingers in repetitive tasks. Capability to focus on and repeat physical activities. Ability to move between various locations within the building. Ability to push, pull, carry, and lift items as needed for work and travel. Mental Demands
Ability to think critically and maintain high accuracy. Skills in identifying complex problems, developing options, and implementing solutions. Capability to work collaboratively with others. Consistent and punctual attendance in compliance with ADAAA, FMLA, and other applicable standards. Ability to focus on and remember important details. Effective Communication: Understand and respond appropriately without interruption. Convey information clearly. Communicate effectively in writing according to the audience's needs. Comprehend work-related document.
Full-time
Description
The Customer Service Representative (CSR) is responsible for providing exceptional service to customers, handling inquiries, resolving issues, and ensuring customer satisfaction. This role involves interacting with customers to address their needs related to product orders, technical support, and general service inquiries. The CSR will work closely with production, logistics, and sales teams to ensure timely and accurate resolution of customer concerns.
Requirements
Serve as the primary point of contact for customers, addressing inquiries and providing information about products, order status, and company policies. Process customer orders, including order entry, verification, and follow-up. Ensure accuracy and timeliness in order fulfillment. Handle and resolve customer complaints, returns, and service issues promptly and professionally. Coordinate with relevant departments to address and rectify problems. Maintain in-depth knowledge of the company's products and services. Provide accurate and detailed information to customers regarding product specifications, usage, and availability. Communicate effectively with customers via phone, email, and other channels. Ensure clear and timely responses to all customer communications. Accurately document customer interactions, order details, and issue resolutions. Maintain organized records and track customer feedback for continuous improvement. Work closely with production, logistics, and sales teams to ensure alignment in fulfilling customer orders and addressing service-related issues. Generate and review reports on customer service metrics, including response times, issue resolution, and customer satisfaction. Provide feedback and recommendations for service improvements. Identify and suggest improvements to customer service processes and procedures. Participate in training and development to enhance service skills and product knowledge. Required Qualifications
High School diploma or equivalent. Associate's degree in Business Administration or related field is a plus. Minimum of 2-3 years of experience in customer service, preferably in a manufacturing or industrial setting. Knowledge, Skills & Abilities
Strong customer service skills with the ability to handle complex inquiries and resolve issues effectively. Proficiency in CRM systems, order management software, and Microsoft Office Suite. Excellent verbal and written communication skills, with the ability to interact professionally with customers, colleagues, and management. Strong problem-solving skills with the ability to address and resolve customer issues in a timely manner. High attention to detail with the ability to manage multiple tasks and ensure accuracy in order processing and documentation. Familiarity with manufacturing processes and products is preferred. Ability to quickly learn and adapt to new systems and technologies. Supervisory Responsibilities
This position does not have supervisory responsibilities. However, the CSR will collaborate with various departments and provide feedback on customer service-related issues. Travel
This role requires minimal travel, primarily for training purposes. Travel will be limited and scheduled in advance. Physical Demands
Ability to sit for extended periods. Frequent use of hands, wrists, and fingers in repetitive tasks. Capability to focus on and repeat physical activities. Ability to move between various locations within the building. Ability to push, pull, carry, and lift items as needed for work and travel. Mental Demands
Ability to think critically and maintain high accuracy. Skills in identifying complex problems, developing options, and implementing solutions. Capability to work collaboratively with others. Consistent and punctual attendance in compliance with ADAAA, FMLA, and other applicable standards. Ability to focus on and remember important details. Effective Communication: Understand and respond appropriately without interruption. Convey information clearly. Communicate effectively in writing according to the audience's needs. Comprehend work-related document.