Role Overview

The Customer Service Representative is responsible for delivering professional support by ensuring every transaction is processed accurately and in alignment with company guidelines and customer specifications. This role requires a versatile individual capable of mastering multiple skill sets and maintaining clear, effective communication.

This position offers opportunities for professional growth for individuals who demonstrate a commitment to excellence and the ability to take on increasing levels of responsibility.

Core Responsibilities

Transaction Accuracy: Execute well-structured and accurate work, taking full ownership of customer interactions to ensure high-quality service.
Inquiry Resolution: Respond to customer inquiries and resolve issues with competence, speed, and professionalism.
Order Management: Efficiently enter internal and external customer orders and quotations across all sales channels.
Problem Solving: Research and resolve situations related to orders, shipments, lost or damaged goods, and credit/rebill requests.
System Maintenance: Utilize Oracle, SAP, Salesforce, and other internal applications to manage customer data and follow departmental procedures.
Sales Support: Assist sales representatives with order placement, status updates, and customer complaint resolution.
Cross-Functional Interface: Collaborate with Technical Service, Finance, and Distribution to ensure seamless business operations.
Compliance: Adhere to ISO Certification standards, Sarbanes-Oxley controls, and participate in service-related audits as required.

Position Requirements

Education & Core Experience

Required: Minimum of 1+ years of customer service experience.
Required: High School diploma or equivalent.
Languages: Advanced proficiency in English is required (written and verbal). Min. C1, C2+ preferred

Technical Skills

Systems: Proficiency in PC applications is required; experience with Oracle, SAP, or Salesforce is a significant advantage.
Documentation: Ability to manage and distribute customer documentation accurately within established CRM and ERP systems.
Adaptability: Proven ability to quickly learn and apply new software applications and evolving departmental policies.

Professional Competencies

Communication: Strong interpersonal, listening, and telephone communication skills.
Organization: Highly motivated with the ability to prioritize tasks and manage a steady workflow effectively.
Reliability: Demonstrated commitment to consistent attendance and adherence to scheduled work hours.
Teamwork: Ability to work collaboratively with peers and supervisors to assist with complex orders and information sharing.

Job Number:
299545

Community / Marketing Title:
Customer Service Representative

Location_formattedLocationLong:
Washington, DC, District Of Columbia US

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