Position Description

Position Title: Customer Service Representative

Department: Customer Care

Reports To: Director of Customer Service

FLSA: Non-Exempt

Summary:

The Customer Service Representative is responsible for managing all inbound customer needs either via phone or email, including order entry, updating customer information, and responding to any issues or questions. The Customer Service Representative will also contribute to sales in attempt to upsell products to customers as appropriate. In addition, they will assist the Director of Customer Service with other administrative tasks, such as maintaining our database systems and other reports as required.

Essential Functions:

• Collect and enter customer and account data.
• Compile and verify accuracy of customer and order information.
• Review customer and order information for errors and correcting any discrepancies.
• Taking inbound calls and/or emails.
• Research and obtain information for any incomplete orders.
• Process orders for any assigned accounts or as directed.
• Process returns in a timely fashion.
• Troubleshoot issues or complaints for any assigned accounts or as directed.
• Upsell products to customers.
• Assist Customer Service Manager with administrative tasks or training as needed.

• Educating new accounts on Sunless, Inc products & offerings.
• Providing detailed information on upcoming and current promotions.
• Ensure all new and existing accounts are aware of training opportunities.
• Customer outreach.

• Other job responsibilities as assigned.

Skills/Characteristics Needed for Success:

• High school diploma or GED is required.
• 2 years’ work experience in a call center environment and with data entry.
• Strong attention to detail and highly organized.
• Comfortable communicating with phone and email on a continual basis.
• Ability to create and maintain relationships with customers.
• Excellent written and oral communication abilities.
• Proficiency with Microsoft Office applications and Windows environment, strong typing skills.
• Strong decision-making skills.
• Ability to work individually, and with a team.

Physical Requirements:

The person is this position normally works in an office environment and must be able to remain stationary majority of the day behind a desk utilizing a PC and telephone. The position requires periodic trips into the plant and occasionally moving up to 20 pounds.

Disclaimer – This position description is subject to change at any time.

Innove Inc. is an Equal Opportunity Employer and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, familial status, or any other legally recognized protected basis under federal, state, or local law. Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Innove. Please inform the company's personnel representative if you need assistance completing this application or to otherwise participate in the application process.