Summary of Job Duties: The Customer Service Representative attracts customers by answering product and service questions; suggesting information about other products and services. Process return orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.
Specific Job Duties:
- Troubleshoot customer order discrepancies and correct as needed.
- Handle customer complaints, identify issues, solve problems and escalate to management when needed.
- Answer order and product specific questions from the sales department, customers and other co-workers.
- Track missing orders and schedule new return orders with customers and shipping companies.
- Maintain accurate records of incoming and outgoing calls with their resolutions.
- Issue Credit Memo’s to customers and set them up to apply to specific documents when requested.
- Contact customers by phone and email to ensure all needed data has been provided.
- Set up and maintain email distribution lists in computer system for automated shipment and invoice notification.
- Verify and update customer information as well as add in new customers into computer system.
- Perform all other tasks as assigned by Threshold Management.
