Customer Service Representative

Summary: 

Reporting to the Customer Relations Manager, the Customer Service Representative I (CSR I) is the first of three levels of customer service work and is responsible for providing exceptional service to the organization’s customers by managing and maintaining contracts. The CSR I provides information to customers regarding order status, pricing, contract scheduling, etc., and serves as the customer’s voice to the company.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Establish and maintain positive working relationships with customers through exceptional customer service.
• Provide accurate and timely information regarding the status of open orders and resolve any potential issues relating to products, services, billing, etc.
• Address and process the return of non-conformance material and issue credits to customers.
• Organize and maintain multiple customer contracts simultaneously.
• Utilize creative problem-solving skills to ensure on-time delivery of customer products.
• Accurately enter all required information into computerized systems to create and maintain the customer database.
• Provide support to the outside sales representatives as needed.
• Build foundational skills of the customer service team.
• As part of the AROW Global team you will need to understand the AROW Business System policy and objectives and how you affect conformance to them.

Qualifications:

• High school diploma or two-year business administration degree/certification (or related program) preferred.
• One to three years of related experience or a combination of education and experience.
• Great communication skills.
• Experience using Microsoft Office programs (Outlook, Word, Excel).
• Strong decision-making skills.
• Experience using an Enterprise Resource Planning (ERP) system; knowledge of IFS preferred.
• Ability to multi-task and solve problems.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or touch objects, tools, or controls. The employee is frequently required to sit. The employee is occasionally required to stand, walk, talk, or hear.

AROW is an Equal Opportunity and Human Rights Employer and complies with Federal and State/Provincial regulations at all U.S. and Canadian locations.

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.