Customer Service Representative

The Customer Services Representative serves as a key customer contact for orders and order fulfilment. Assists customers with questions, placing orders as well as persuading re-orders.

Qualifications

The Customer Services Representative will be responsible for learning Gravotech product offerings, procedures and practices for all aspects of Customer Care supporting a variety of Gravotech product lines, including but not limited to:

• Answering incoming telephone calls from customers.
• Taking orders over the phone; entering order information and providing order confirmation to customers.
• Following up to assure proper order fulfilment from entry to delivery.
• Working to resolve any customer issues regarding order status, credit hold, delivery, product availability and the like.
• Maintaining and updating database with accurate customer data i.e. customer addresses email address, contact name etc.
• Developing skills in working with customers to identify product needs and provide product quotes.
• Learning all product lines and gaining ability to identify orders that could be a lead for Gravotech machine sales.
• Aids the TM during the Sales process. CSRs may also provide information about Consumable products to assist Customers in deciding which product is suitable.
• Learning protocols and developing skills in customer relations and communications such as resolving/communicating issues with orders, credit hold etc.
• Customer outreach for business development.
• May also assists with supporting eCommerce activity and encourages customers to use eCommerce site.
• Providing general clerical support for the business and other duties as assigned.
• Ability to multi-task, set priorities and manage time effectively.