Customer Service Representative - job 1 of 2

• Responds promptly and professionally to domestic and international customer inquiries associated with the placing or tracking of orders and quotes.
• Enters customer/order data into the computer following prescribed format. Verifies information in accordance with established procedures.
• Proofreads variety of orders to ensure accuracy and complies with ATCC policies.
• Informs customers of prices, shipping dates and anticipated delays using mail or phone.
• Serve as the first point of contact with customers before and after sale following communication procedures, guidelines, and policies.
• May check with production planning, inventory control and shipping operations to determine product availability.
• Develop and maintain positive customer relationships which can substantially affect service and/or product revenue.
• Formulate responses to customer inquiries to determine appropriate product literature and pricing schedules. Influence production and scheduling. Recommend price changes based on organization and customer relationship.
• Provide accurate, valid, and complete information using the appropriate tools/methods.
• Record customer account information.
• Prepare reports for management.
• Resolve customer complaints, provide varying solutions and alternatives. Elevate concerns when necessary. Follow up to ensure resolution.
• Respond to post-sale customer inquiries and feedback. Resolve production scheduling, shipping, or invoicing problems.
• Recognize new business opportunities by collecting customer information and analyzing customer needs. Suggest information about other products and services.
• Follow established procedures on routine work. Recognize the need for occasional deviation from accepted practices.

Education and Experience:

• High School diploma and 2-5 years' experience or equivalent experience.

Knowledge, Skills, and Abilities:

• Excellent telephone etiquette.
• Strong verbal skills to professionally relate to customer telephone inquiries.
• Previous data entry experience.
• Good organizational skills with attention to detail.
• Good verbal and written communication skills.
• A minimum of 3500 ks/hr data entry speed.
• Data entry capabilities to process customer orders, quotes, complaints and customer data via an automated system utilizing a PC.
• Ability to produce the appropriate quantity and quality of work while adhering to all departmental SOPs and work instructions. Maintains high standards despite deadlines; does work right the first time; corrects own errors; regularly produces accurate, thorough, professional work.
• Personally responsible; completes work in a timely, consistent manner; committed to doing the best job possible.
• Ability to listen and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer satisfaction; measures customer satisfaction effectively; commits to exceeding customer expectations.

• Perform other duties as assigned.