Customer Service Representative
FT/PT: Full-Time
Reports to: General Manager
Department: Customer Service
Location: Oshkosh
Hours: Day Shift
Other: On- Site
Position Description:
The customer service representative is responsible for the communication with customers by addressing inquiries, fielding complaints, and providing support
Responsibilities:
- Communicates with customers via phone and email to address questions, concerns, enter new orders, provide quotes/rates, and provide shipping updates
- Enter shipment and applicable information into the dispatch management system and customer websites
- Track and trace shipments in real time when permitted, resolving unfinished tracking and tracing as soon as possible
- Perform audits on quotes and rates as needed
- Collaborate with dispatch, expedited logistics and accounting for interdepartmental work as required
- Maintain customer accounts by keeping the most up-to-date notes for specific requirements as requested by the customer
- Field customer questions and complaints, de-escalating when needed and escalating to the customer service supervisor as needed
- Performs other duties as assigned by direct manager
- Cross training as required
Position requirements:
- Excellent verbal and written communication skills
- Excellent customer service skills
- Ability to remain calm under pressure and de-escalate situations as needed
- Ability to work in a fast paced, ever-changing environment
- Ability to identify when situations or concerns should be escalated to the customer service supervisor
- Ability to use multiple websites
- Proficient using Microsoft Office Suite
- Willing to learn, problem solve and multi-task
- Must be a team player with a positive attitude
- Must be dependable with respectable attendance
- Must be able to have flexible working times per department needs
Education & Experience:
- High School Diploma or equivalent required
- No experience required, willing to train
Physical Requirements & Working conditions:
- Must be able to withstand prolonged periods of sitting at a desk and computer work
- Must be able to lift 15lbs
- Must be able to ascend and descend a flight of stairs
- Working conditions include an office environment
Job Type: Full-time
Pay: $42,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
Work Location: In person