Customer Service Representative

• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Respond to customers via telephone or e-mail for the purpose of processing orders, providing technical support, and resolving customer issues.
• Interface with shipping, production control, credit and/or purchasing departments to resolve sales orders, shipment issues and inquiries.
• Develop knowledge of company products using department reference materials (including Kabinart.com) as a resource to handle technical inquiries.
• Respond to requests from dealers and designers which include but are not limited to: receipt of purchase orders, scheduled ship dates, purchase order changes, price and availability, tracing lost shipments, shipping discrepancies, expediting orders, field complaints and technical questions.
• Interpret notes, sketches, specifications and working drawings related to purchase orders.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.

Education and Experience:

• High school diploma or equivalent.
• Customer service experience required.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer and phone
• Must be able to lift up to 15 pounds at times.