Eagle Group
Job Title: Account Specialist/Customer Service Representative 1
Department: 515
Salary Grade: F
Report To: Account Specialist/Customer Service Manager
FLSA Status: Nonexempt
Prepared By: Human Resources
Prepared Date: October 3, 2016
Approved By:
Approved Date:

We are looking for a customer-oriented customer service representative to act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. 

The target is to ensure excellent customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:include the following. Other duties may be assigned
Effectively manage large volume of incoming calls, faxes and internet emails
Enter/manage customer orders using Eagle Direct Orders Entry system while answering calls from customers, representatives and internal personnel.
Strong phone/email skills with excellent listening and communication skills and ability to multi-task, prioritize and manage time effectively.
Monitor order schedules to track order progress, work closely with shipping department to coordinate shipment and delivery to customer.
Provide quotes using Auto Quotes, pricing, check inventory levels and freight quotes thru our IBM system.
Handle complaints, provide appropriate solutions and alternatives within a reasonable amount of time, and follow-up with customer to assure issue has been resolved.

Issue credits and return authorizations in a timely manner.

Follow-up to ensure resolution. Issue credits and return authorizations.

Review dealer sales using monthly sales reports and follow up of outstanding quotes.

Provide accurate, valid and complete information by using the right methods/tools given to you.
Take the extra mile to ensure customers satisfaction.