The Customer Service Representative ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries. Is the first point of customer contact for general inquiries regarding orders, schedules, pricing, customer complaints, etc. Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.
*Deal directly with customers either by telephone, electronically or face to face.
*Answer telephone calls using a multiline on-line system and respond to customer requests.
*Respond within predetermined time frame to customer inquiries.
*Troubleshoots and resolves problems with customer’s package pickup or delivery issues and communicates resolutions, condition, and notifications to customer’s, agents and employees according to guidelines established by the company.
*Process/Print orders, forms, applications and requests as needed.
*Process/Print customer mail order requests (BOL, Shipping Labels, etc.)
*Direct requests and unresolved issues to the designated resource.
*Critical aspects of this position are the reporting of customer issues, resolution assignment and follow up. This is accomplished through the Incident Report (IR) process. Customer Service Representatives (CSR’s) are responsible for the management of the IR process up to and including the creation, updates, closure and monthly summary reports.
*Input of customer orders either via requests verbal or electronically.
*Handles all situations in the best interest of both customer and company.
*Interface with internal departments as required.
*Provide management with required activity reports on a timely basis.
*Monitors and maintains records from automated applications for service level issues and proactively communicate to appropriate department and/or customers any issues and statuses.
*Provide assistance with departmental training, education and documentation as required.
*Other duties may be assigned.
High school diploma, general education degree (GED) and 2 to 4 years related experience and/or training; or equivalent combination of education and experience. Candidate must be experienced in computer applications, preferably with Microsoft Windows, Office and Internet Explorer. Individual must be capable of typing at a minimum of 45 words per minute.
Ability to speak effectively and with clear enunciation with customers, agents, and employees. Must be able to effectively communicate information and be responsive to questions from managers, customers and subordinates. When communicating by telephone excellent communication and listening skills are especially important. When communicating through email, good typing, spelling and writing skills are necessary.
DMC Logistics offers competitive compensation and benefits including paid time off, medical, vision, dental insurance plans, 401(k) plan, and paid holidays. DMC is a Smoke-Free and Drug-Free Workplace.