The customer service representative is responsible for answering inquiries and providing information regarding goods, services and policies. Process orders, prepare correspondence and fulfil customer needs to ensure customer satisfaction. The customer service representative will also be required to resolve customer complaints via phone or email.

Main Job Duties:

• Receive, process and enter sales orders/returns into SYSPRO and correspond with customers for any product delays and revised shipping dates. Ensuring that production is able to meet requested shipping dates.
• Source freight carrier with the best pricing and schedule shipments on time
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.
• Resolve customer complaints quickly and tactfully. Escalate complaints as required by company policy if a resolution cannot be made personally.
• Maintain thorough knowledge of products/services. Provide recommendations to customers based on needs and wants.
• Prepare product or service reports by collecting and analyzing customer information.
• Provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and email inquiries.
• Build sustainable relationships of trust through open and interactive communication.
• Meet the needs of customer's unique requests to ensure complete customer satisfaction.
• Keep records of customer interactions, process customer accounts, and file documents
• Liaison between various departments (Production, R&D, QC, Shipping, & Finance)
• Perform other duties as assigned.

Required Skills & Qualifications:

• At least 3-4 years of customer service experience.
• Experience with Syspro (ERP software) preferred.
• Exhibit willingness and ability to learn, adapt and improve the surrounding environment.
• Excellent written and verbal communication skills are required.