Customer Service Representative

Responsible for working with customers after orders ship, including providing tracking information, invoicing orders, generating account statements, and following up on payment status. Delivers excellent customer service, maintains positive customer relationships and provides administrative support.

Benefits: We have a great benefit package, including 80 hours of Paid Time Off in the first payroll after completing 90 days of employment, 10 paid holidays, a 401(k) retirement plan with immediate vesting and 100% employer match for your first 3% of deferrals and 50% match for next 2%! Blue Care Network medical plans, Blue Cross dental and Eye-Med vision, employer paid life insurance, employer paid short and long term disability insurance. Medical, dental and vision benefits are effective the 1st of the month after you start!

Starting pay is $16 - $20 per hour depending on qualifications.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

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  Generates invoices in Enterprise Resource Planning (ERP) system (MAS90 & Global Shop) and emails them to customers.
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  Maintain accounts receivable (A/R) customer data and account notes in an ERP system (MAS90 & Global Shop).
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  Emails tracking information to customers after orders ship.
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  Obtain shipping quotes for customers with prepayment terms.
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  Process credit card payments prior to orders shipping.
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  Verify discrepancies and resolve customer billing issues.
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  Facilitate payment of invoices due by sending email payment reminders and following up by phone to customers.
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  Cross-train in the duties of other customer service representatives and serve as a backup when they are out of the office.
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  Maintains customer satisfaction with current customers.
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  Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Professional phone etiquette; manages customer needs in a professional manner.

Oral Communication - Listens and gets clarification; responds well to questions.

Written Communication – Must have the ability to compose professional documents and email using proper spelling and grammar.

Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values.

Initiative – Be a self-starter and asks for and offers help when needed. Ability to prioritize daily workload and multi-task.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

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  High School graduation or equivalency required; a relevant associates degree a plus.
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  Three years of relevant customer service experience preferred .
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  Experience with Microsoft Office, Excel and Word desirable.
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  Must have skills in business math such as percentages, and knowledge of accounting including accounts receivables, cost vs. price, and gross profit margin.
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  Critical thinking and problem-solving skills.
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  Ability to work quickly, accurately and efficiently, while paying attention to detail.
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  Ability to learn new programs and processes.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Basic business math skills such as the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have basic computer and keyboarding skills.

Must be able to use ERP System (such as MAS90 & Global Shop), Microsoft Outlook, Word and Excel.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to sit, stand and walk.. Regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to heat in the summer months if the need arises to enter the films production area. The noise level in the work environment is usually very quiet. Employees are required to wear hair restraints and comply with personal protective equipment policy and clothing guidelines while in the manufacturing facility.