Customer Service Representative (40557)

Job DetailsSite Description:

Young Innovations is a manufacturer and marketer of high-quality dental equipment with sales in excess of $100 million. With an outstanding reputation for quality, the company has a broad portfolio of market leading products across a variety of categories. 

 

Role Overview:

The primary focus of the Customer Service Representative is to provide quality service to our customers. The CSR will effectively communicate with a diverse customer base via phone, email, and fax in order to respond to inquiries, place orders, problem solve, obtain information, set-up repairs/returns, and communicate product information; as well as perform related duties as required.QualificationsResponsibilities: 


Provide superior customer service through effectively responding to all inbound customer calls, email, and faxes.
Support customers through providing solutions including

Accurate order processing and pricing functions in the ERP system
Changes to accounts
Order inquiries such as tracking information and product ETAs
Product advice/knowledge
Coordinate product return/repair support including logging product and service complaints in a timely and professional manner
Communication of product availability information


Provide outbound communication as necessary to resolve or follow-up on issues.
Utilize all available tools, including ERP system and CRM database, to accurately carry-out day-to-day tasks and responsibilities.
Accurately obtain custom shipment or expedited freight requests from customers, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team.
Accurately create and maintain customer records in ERP and CRM systems, including order preferences, product specific feedback, address information, billing information, and contact preferences.
Responsible for achieving all goals and metrics as assigned.
Customer Service Administrative duties, including web, fax, mail, or Fulfillment Center order entry, and creation and/or analysis of basic system-based reports.
Participation in special projects as assigned.
Run reports as needed.
Assists/backs-up peers.


 

Qualifications:

Training and Experience


Two years’ customer service experience in either a call center environment featuring a moderate to high volume of inbound and outbound calls or a manufacturing environment
Experience with an order management system, including a CRM is preferred.
Or an equivalent combination of training and experience.


Knowledge, Abilities and Skills


Have the ability to learn products, processes, services and customers.
Basic to intermediate knowledge of MS Office, including Excel, Word, and Outlook.
Communicate effectively and professionally, both verbally and in writing.
Ability to answer incoming phone calls for the majority of each day.
Ability and desire to multi-task and quickly reset priorities as dictated by workflow. Excellent organization skills.
Ability to continuously be accurate and precise throughout an entire workday.
Excellent interpersonal skills. Maintenance of a positive and enthusiastic attitude throughout each workday.
Ability to quickly and thoroughly respond to customer inquiries.


 

Physical Requirements: 


The ability to use a telephone and personal computer, while seated for the majority of an 8-hour shift, is required.


Working Conditions


Office environment with occasional exposure to manufacturing plant environment, which has some abnormal variations in temperature, unavoidable fumes, noise, dust and atmospheric conditions.
The noise level in the work environment is usually moderate.


Minimal travel will be required (0 - 5% of total work time)

 

Pay Range: $18.00/hr. - $22.00/hr.

The pay range reflects the minimum and maximum target for the position at the time of posting. Within the range, the compensation will be determined based on education/training, skill set, experience, and other organizational needs.

 

Young Innovations, Inc. is an Equal Opportunity Employer and E-Verify participating employer.