Customer Service Representative

POSITION SUMMARY

The Customer Service Specialist is a member of a high-functioning, fast paced team, that serves customers, managing internal, and external customer relationships. The Customer Service Specialist processes orders, services inquiries, resolves customer concerns and proactively manages customer needs. Our team provides phone and email support to our customers seven days a week, with extended daily business hours. Team members participate in daily tracking of continuous improvement initiatives.

JOB RESPONSIBILITIES

• Service incoming customer requests and address issues via phone, email, written communication, and personal contact in a manner allowing the team to achieve its service goals.

• Process received orders in a timely fashion.

• Effectively follow up on commitments to customers and internal constituents, meeting internal service levels.

• Has knowledge of product lines, pricing, delivery time and marketing initiatives.

• Maintains liaison with other departments for order completion.

• Resolve and document concerns/issues in a timely fashion.

• Maintain customer records in various sources such as SAP.

• Provide "help desk" support when customers require help with our customer facing tools and resources.

• Contribute to team effort by accomplishing related results with SQDV and following our core competencies.

• Provide feedback and participates in continuous improvement initiatives to strengthen internal processes and improve the customer experience.

QUALIFICATIONS / REQUIREMENTS

• Minimum High School Diploma required OR Associates Degree or related field; or an equivalent combination of education and experience sufficient to successfully perform the key accountabilities of the job required.

• 1+ year of previous customer service experience preferred.

• High degree of proficiency MS Office Suite, Outlook & Internet applications.

• Strong prioritizing, interpersonal, problem-solving, presentation, and planning skills.

• Strong verbal and written communication skills.

• Solid understanding and application of mathematical concepts.

• Ability to develop and maintain collaborative relationships with fellow customer service representatives, colleagues across the organization, and external clients.

• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.

• Ability to work with and influence peers and senior management.

• Self-motivated with critical attention to detail, deadlines and reporting.

• Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.

• Ability oread, write, and comprehend simple instructions, short correspondence, and memos.

• Ability to work overtime as necessary.

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear.

• Regularly/Occasionally lift and/or move up to 25 pounds.

• The noise level in the work environment is usually low/moderate.

• Reasonable accommodations may be made to enable individuals to perform the essential functions.

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Matthews Memorialization is a leader in the memorialization industry who is committed to helping customers grow their businesses and helping families move from grieving to remembrance by providing products of superior craftsmanship and revenue generating programs and services. Within this industry, our Environmental Solutions is focused on the design and manufacture of advanced combustion systems. Matthews Memorialization is a (MATW) Matthews International company.