Customer Service Representative (Corporate)
Martignetti, Taunton, MA, United States
Customer Service Representative
Position Overview: This position is responsible for resolving customer questions, complaints and requests via the telephone or e-mail. Adhering to internal policies and procedures and utilizing working knowledge of the organization's products to meet department productivity and quality standards. Key Accountabilities: Continually develop and maintain working knowledge of internal policies, procedures and products. Ensure compliance with organizational policies and procedures. Assist customers and sales staff on status of orders and answer questions on pricing and product availability. Direct callers to the proper department as required. Accurately code and process orders for customers and sales staff. Resolve product or service problem by clarifying customer's complaint; determine the cause of the problem and explain the best solution to resolve the problem; expedite the correction or adjustment and follow up to ensure resolution. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Identify and escalate difficult customer situations to the appropriate party. As part of a team effort, participate in the achievement of department service levels and goals. Increase industry knowledge by attending educational workshops, reviewing professional publications and researching information on the Internet. Review under minimum report and release orders which meets company guidelines. Manage department voice mail and email boxes, to ensure orders are entered timely and accurately. Provide backup coverage for the reception area. Requirements: Knowledge/Skills/Abilities: Effective verbal and listening skills to provide courteous and professional customer service. Effective PC skills including, electronic mail, intranet, and industry standard applications. Ability to remain calm and courteous when handling difficult calls and requests. Ability to develop and maintain working knowledge of the organization's products and services. Ability to work well in a team environment. Education/Experience/Training: High School diploma or equivalency certificate required Minimum 3 years' experience in customer service. Proficient in Microsoft Office; familiarity with order entry and inventory systems Physical Demands and Environment: Work performed requires or no measurable physical exertion, may be required to lift objects weighing up to 10 pounds Work is performed in a normal office sitting with intermittent standing or sitting as determined by the incumbent Work requires moderate concentration to effectively execute varied tasks with some level of complexity Works in a normal office environment Minimal potential for injury in the performance of duties At Martignetti Companies, we have a strong commitment to Diversity, Equity, and Inclusion and aspire to be reflective of the diverse communities we serve. We aim to attract and hire qualified candidates who hold these same values, provide diverse perspectives, and contribute to creating a workplace where all employees experience a sense of belonging. Martignetti is proud to provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, gender, sexual orientation, age, national origin, ancestry, disability, genetics, veteran status or any other characteristic protected by state, federal and local laws. In addition to federal law requirements, Martignetti complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. EEO M/F/D/V NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
Position Overview: This position is responsible for resolving customer questions, complaints and requests via the telephone or e-mail. Adhering to internal policies and procedures and utilizing working knowledge of the organization's products to meet department productivity and quality standards. Key Accountabilities: Continually develop and maintain working knowledge of internal policies, procedures and products. Ensure compliance with organizational policies and procedures. Assist customers and sales staff on status of orders and answer questions on pricing and product availability. Direct callers to the proper department as required. Accurately code and process orders for customers and sales staff. Resolve product or service problem by clarifying customer's complaint; determine the cause of the problem and explain the best solution to resolve the problem; expedite the correction or adjustment and follow up to ensure resolution. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Identify and escalate difficult customer situations to the appropriate party. As part of a team effort, participate in the achievement of department service levels and goals. Increase industry knowledge by attending educational workshops, reviewing professional publications and researching information on the Internet. Review under minimum report and release orders which meets company guidelines. Manage department voice mail and email boxes, to ensure orders are entered timely and accurately. Provide backup coverage for the reception area. Requirements: Knowledge/Skills/Abilities: Effective verbal and listening skills to provide courteous and professional customer service. Effective PC skills including, electronic mail, intranet, and industry standard applications. Ability to remain calm and courteous when handling difficult calls and requests. Ability to develop and maintain working knowledge of the organization's products and services. Ability to work well in a team environment. Education/Experience/Training: High School diploma or equivalency certificate required Minimum 3 years' experience in customer service. Proficient in Microsoft Office; familiarity with order entry and inventory systems Physical Demands and Environment: Work performed requires or no measurable physical exertion, may be required to lift objects weighing up to 10 pounds Work is performed in a normal office sitting with intermittent standing or sitting as determined by the incumbent Work requires moderate concentration to effectively execute varied tasks with some level of complexity Works in a normal office environment Minimal potential for injury in the performance of duties At Martignetti Companies, we have a strong commitment to Diversity, Equity, and Inclusion and aspire to be reflective of the diverse communities we serve. We aim to attract and hire qualified candidates who hold these same values, provide diverse perspectives, and contribute to creating a workplace where all employees experience a sense of belonging. Martignetti is proud to provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, gender, sexual orientation, age, national origin, ancestry, disability, genetics, veteran status or any other characteristic protected by state, federal and local laws. In addition to federal law requirements, Martignetti complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. EEO M/F/D/V NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.