Customer Service Rep

  • location: Malvern, PA
  • type: Temp to Perm
  • salary: $17.50 - $19 per hour

job description

Customer Service Rep

Customer Service is a crucial part of the sales and service delivery team. The main functions include daily communication with customers via telephone, email, and/or fax, processing and printing customer orders to the appropriate location, and responding to customer challenges. Communicating with multiple personnel at all locations is key. Requires working closely with outside sales partner to handle specific accounts and increasing sales on existing business.



PRINCIPAL DUTIES & RESPONSIBILITIES 

Order Placement

  • Documents each customer order on an Essex order form and enters into the Sage X3 system, making sure all information is complete.
  • Verifies pricing and insures that stock is available for the order.
  • Verifies customer has credit and creates shipments for to the appropriate location.
  • Makes calls to weekly accounts to obtain their orders.
  • Handles any direct shipments via documenting and placing orders with the vendors.
  • Checks fax and email files on a regular basis throughout the day.
  • Follows up on web requests as needed.
  • Enters customer quotes in the Sage X3 system.


Customer Satisfaction & Sales Reporting

  • Answers incoming lines directed to Customer Service. Directs calls appropriately if not for Customer Service.
  • Processes and provides possible resolutions and enters into system any customer complaints on the appropriate form and turns into supervisor.
  • Reviews Sales Reports monthly.
  • Assists outside Sales Partner with customer inquiries and requests.


Customer Database Maintenance

  • Works with Document Specialists to ensure customer technical information is received.
  • Updates pricing schedules for customers when necessary. Directs price increase letters to the appropriate source. 
  • Maintains customer contact information & requirements in the Sage X3 system.
  • Has customers sign stocking agreements and special-order forms for specific transactions.
  • Looks up and assigns freight rates or UPS rates where applicable.


Clerical/General Administrative

  • Responds to routine emails, phone calls, etc
  • Makes copies, prints documents, mail delivery, etc
  • Files paperwork


This job description is not intended to be all inclusive and the employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.       



Qualifications Education/Experience

  •  Knowledge and skills at a level normally acquired through the completion of an Associate degree preferred.
  • High school degree or general education degree (GED) required.
  •  2-5 years of professional experience in a related field preferred.


Licenses/Credentials/Certifications

  • N/A


Specialized Knowledge/Skills/Abilities  

  • Detail oriented, organized, highly accurate, with strong analytical and problem-solving skills. 
  • Conscientious and flexible to the changing needs and demands of work. 
  • Able to work independently and demonstrate initiative in decision making in a fast-paced environment.
  • Strong team building skills; gains the trust and respect of colleagues and direct reports.
  • Excellent verbal and written communication skills. 
  • Sage X3 experience a plus.
  • Strong computer skills, including Microsoft Office, particularly proficient in Outlook and Excel.


WORKING CONDITIONS:



Working Hours/Environment

  • Office hours are 40 per week – Monday – Friday, 8:00 – 4:30; may require additional hours periodically, including evening and weekends depending on business needs.
  • Work typically performed in an indoor office setting.


Tools and Equipment Used

Personal computer, copier, fax/scanner, phone, and other typical office equipment



Travel

Minimal – less than 5% of the time



Physical & Mental Demands

  • Frequently required to sit at a desk/workstation for long period of time
  • Ability to work at a computer terminal for extended periods of time
  • Digital dexterity and hand/eye coordination in operation of office equipment
  • Light lifting and carrying of supplies, files, etc.
  • Ability to speak to and hear employees/clients via phone or in person
  • Body motor skills sufficient to enable incumbent to move around the office environment


Responsibilities

Customer Service is a crucial part of the sales and service delivery team. The main functions include daily communication with customers via telephone, email, and/or fax, processing and printing customer orders to the appropriate location, and responding to customer challenges. Communicating with multiple personnel at all locations is key. Requires working closely with outside sales partner to handle specific accounts and increasing sales on existing business.



Skills

  • Customer Service
  • Basic Software Skills
  • Account Management
  • Microsoft Excel
  • Clerical Work
  • Telephone Etiquette
  • Order Processing
Education
  • High School
Qualifications
  • Years of experience: 3 years
  • Experience level:Experienced
Shift: First

Working hours: 8 AM - 4:30 PM

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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