Eagle Group

Customer Service Representative

Job Title: Account Specialist/Customer Service Representative 
Report To: Account Specialist/Customer Service Manager
FLSA Status: Nonexempt

JOB SUMMARY:

We are looking for an incumbent with exceptional customer service skills to act a liaison to provide product / services information, and resolve any emerging problems. The target is to ensure each customer receives outstanding service and is offered unique and innovative solutions to each problem.The successful candidate for this role will have a strong command of the company customer service policies, and training in product knowledge which is critical for offering quick and accurate assistance to customers.

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.

QUALIFICATIONS

To perform this job  successfully, an individual must be able to perform each essential duly satisfactorily.The requirements listed below  are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable  individuals with disabilities to perform the essential!functions within specific work centers.  

EDUCATION and/or EXPERIENCE

High School Diploma or Equivalent;  Familiar with E-Commerce a plus and some computer literacy.

LANGUAGE SKILLS

Ability to read; comprehend information from product literature; speak in a clear and concise manner;  maintain a polite and professional demeanor at all times when in conversation with our clients/sales reps.

REASONING ABILITY

Ability to apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form.

PHYSICAL DEMANDS

The physical demands described hear are representative of those that must be met by and 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 stand; walk; use hands to finger, handle, feel, reach with hands and arm, and talk on the telephone , hear and see.

WORK ENVIRONMENT

Office setting