Provides service center operations support through interaction with customers providing information in response to inquiries about services and handling and resolving customer complaints by performing the following duties.
Essential Duties and Responsibilities:
Confer with customers in person, through written communication or telephone providing information about services, to take or enter orders, or to obtain details of complaints or services.
Keeps records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.
Contact customers to respond to inquiries and notify them of investigation results and any planned adjustments.
Check to ensure that appropriate actions were taken to resolve customer problems.
Generate Bills of Lading.
Quality Check items for shipment assuring proper delivery to customer.
Refer unresolved customer grievances to facility manager or other designated party for further investigation; escalate as appropriate.
Obtain and examine all relevant information from all relevant sources to assess validity of complaints and to determine possible root causes.
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty 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.
Education and/or Experience:
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
To perform this job successfully, an individual should have knowledge of Microsoft Office Contact Management systems; Internet software; Inventory software; Order processing systems; Microsoft Excel Spreadsheet software and Microsoft Word Word Processing software.
Other Skills and Abilities:
Ability to negotiate, bringing others together and trying to reconcile differences.
Ability to compile, code, categorize, calculate, tabulate, audit or verify information or data.
Ability to perform day-to-day administrative tasks such as maintaining files and processing paperwork.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand; walk and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this Job, the employee is frequently exposed to moving mechanical parts; high, precarious places; fumes or airborne particles and toxic or caustic chemicals. The employee is occasionally exposed to outside weather conditions; extreme cold and risk of electrical shock. The noise level in the work environment is usually loud.
RINCHEM Company, Inc. - 19 months ago