Job Description
The Customer Service Representative (CSR) is responsible for providing high quality customer service to our customers via phone and email, as well as when they visit our showroom. CSR's will answer customers' questions, enter orders, and follow up with customers in a friendly and professional manner. CSR's will build and maintain positive rapport with all new and established customers, as well as with co-workers and sales representatives.
Answer incoming customer service calls with courtesy, professionalism and respect.
Record information on each call
Do paperwork and research as necessary to complete the requests of each call
Take orders and make product suggestions
Make outgoing customer service calls to follow up with customers
Communicate with customers on incomplete orders and back-orders
Contact customers who do not have an assigned sales rep or in-house consultant to promote new products as necessary
Contact customers to get approval to ship orders when requested
Provide service support as needed.
Process catalog requests
Check shortages/warehouse errors as they arise and notify warehouse manager
Utilize Premier C/S FedEx Tracking to assist with shipping questions and track packages
Enter claims and replacement orders for damaged/shorted merchandise
Process paperwork on product that is returned to us and issue credit to the customer
Review and approve website registrations
Work closely with data processing and credit departments in keeping account info and order status current
Monitor reports and queues that show open orders or open tasks that need attention
Respond to all incoming emails that come into the customer service email
Additional tasks and special projects may be assigned by the Customer Service Manager as needed
1. Product Suggestion by Phone
Knowledge, Skills & Abilities required:
Strong organizational and time management skills; ability to multitask effectively
Effective analytical and decision-making skills
Effective communication skills
Attention to detail
Customer service skills
Sales skills
Professional appearance, language and voice
Ability to follow instructions; multitasking
Working knowledge of PC, e-mail, Word, Excel, Internet (website usage)
High School Diploma or GED Required
BA/BS or equivalent combination of education and experience
2-5 years of customer service experience
Telephone service and sales experience
Physical demands (must be able to handle with or without reasonable accommodations:
Normal office environment; generally sedentary; occasional lifting of equipment or files
Must be able to occasionally lift up to 50 pounds; must be able to lift and carry up to 25 pounds
Must be able to operate normal office equipment, review work products, file and retrieve files
Regular hours are Monday through Friday, 8-hour days. Mandatory overtime during peak seasons may be required.
This position description is representative of the position as it currently exists. This description may be modified as needed. Essential functions and responsibilities of the position may change over time.
Sullivan's is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.