Customer Service Representative

Job description

SUMMARY: Customer Service Representatives play a pivotal role in ensuring customer satisfaction and fostering strong relationships between the company and its customers. Primary responsibility is to provide exceptional service by addressing inquiries, resolving issues, and managing customer orders in an efficient and effective manner. This position requires strong communication skills, product knowledge, and a customer-centric approach. KEY PERFORMANCE INDICATORS (KPIs): - Reduce number of order entry errors to less than 2 per month - Meet or exceed annual NPS target. ESSENTIAL FUNCTIONS: - Process customer orders accurately and efficiently using the company's order management system. - Maintain broad knowledge of all company products, services, and promotions. - Investigate and resolve customer issues or complaints, collaborating with internal teams to find solutions. - Communicate effectively with internal departments to ensure customer needs are met and orders are processed accurately. - Track and monitor order status, ensuring timely delivery and addressing any delays or issues that may arise. - Work closely with Business Analyst and Accounting to confirm and process customer c...