Customer Service Representative - Scanlan International : Job Details

The Customer Service Representative is responsible for answering phones, providing service to the customer, including international/domestic customer contact, processing orders and invoices through the computer system, and maintaining files.

Position Responsibilities / Essential Functions:

Percentage Time

Accountability

25%

Answer customer service phone lines:

* Answer Customer Service telephone calls in a timely, courteous, and professional manner.

* Take orders, field questions/concerns or direct calls to appropriate parties (when applicable).

25%

Service the customer:

* Act as a liaison between customers, sales representatives, and internal departments.

* Assist in resolving problems on orders in accordance with company policies and procedures.

* Understand policies, use resources, and provide professional response to customers.

25%

Enter/process orders and invoices through computer system per the appropriate work instruction(s):

* Process/enter and print orders accordingly. .

* Ensure that orders are accurate and correctly directed to the Shipping or Instrument department (as applicable).

15%

International/Domestic (as appropriate) customer contact:

* Handle international accounts by preparing proper international documents in accordance with the Department of Commerce and U.S. Customs requirements.

5%

File Maintenance:

* Enter new customer accounts per work instruction.

5%

Perform other duties as necessary:

* Open/close area and offices.

* On-site attendance is required as this position works as part of a team(s).

* Requires daily face-to-face interaction with clients and other employees.

* Miscellaneous duties as requested by manager.

QUALIFICATIONS:

Required Qualifications:

Education:

* High School Diploma or GED.

Experience:

* 4+ years of previous customer service experience.

* Previous phone answering experience; ability to answer multiple phone lines is required; a strong figure aptitude.

* Proficient with web-based shipping documentation.

Skills:

* Excellent verbal and written communication (business writing) skills, demonstrated organizational skills with a strong aptitude for detail, ability to handle multiple tasks and stay organized.

* Advanced Microsoft Office skills (Outlook, Word, Excel, PowerPoint).

* Previous computerized order entry skills.

Preferred Qualifications:

Experience:

* 2+ years of international customer service experience.

* Working knowledge of international export procedures and documentation.

Skills:

* Bilingual communication in a foreign language.

Success Factors / Abilities:

* Adequate performance is expected in 6 months.

Physical Demands

The physical 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.

* While performing the duties of this Job, the associate is regularly required to stand, walk, sit, and use hands to manipulate, handle, or feel objects, tools, controls, manufacturing equipment and office equipment. The associate frequently is required to talk and listen. The associate must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Work Environment

The work environment characteristics described herein are representative of those an associate encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.