Customer service plays a very important role in maintaining positive company experiences. At Chemline, we count on our customer service department to be excited to interact professionally with our valued customers when they have questions or concerns. You will be the main point of contact, acting on behalf of our company, answering questions, providing product information, and handling any complaints or feedback. You will need to enjoy serving others, delivering the very best service to each and every customer with patience, empathy and a pleasant attitude that leaves them smiling. You must have excellent communication skills and be extremely personable, professional, and helpful.
The ideal candidate is a quick learner who can think on their feet and resolve any issues that come up with our customer-first business mentality. You will be a skilled customer service representative that can manage inbound and outbound phone calls, email requests, and enter customer sales orders with a friendly helpful approach all while being fast and accurate.
Objectives of this Role
- Identify and address customer needs with a goal of complete satisfaction
- Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency while cascading information throughout the company
- Create and modify electronic customer sales orders in ERP
- Provide answers to questions about products, pricing, shipping and availability, while presenting a pleasant and impressionable experience to our customers
- Meet customer service department targets, assist the sales teams when opportunities arise
- Follow company communications guidelines and procedures under minimal supervision
- Recommend improvements to processes for improved department and company efficiency
Responsibilities
- Respond quickly, professionally, and accurately to all customer inquiries regarding quotes, orders, status requests, complaints, and product returns
- Build rapport with customers by engaging with them in an inviting, friendly, and professional manner, to deliver exceptional experiences nurture lasting relationships
- Maintain daily notes, and log and document issues and resolutions in the ERP for sales and management teams to review
- Embrace and drive change and actively look for ways to help people
- Perform day to day administrative tasks such as maintaining information files and processing paperwork
Skills and Qualifications
- High school diploma or GED required.
- Experience in corporate environment
- Strong communication skills, including active listening and clear articulation, people skills, EQ
- Ability to solve problems and alleviate conflicts or escalate tactfully
- Able to work individually and with a team
- Ability to multitask, manage time and prioritize
- Minimum of 4 years customer service experience
- Fluent in Microsoft Office
Preferred Qualifications
- College degree
- Proven experience in a call center environment
- Sales experience
- 5+ years customer service background preferred.