ࡱ> 8:7 bjbj .$}},,oooooz""""""""r#&"o"oo4"fffoo"f"ff5 hq!j0  "J"0z" && q!&oq!f""fz"&, 5: Customer Service Representative Grade: Reports to: Office Manager Department: Customer Service Classification: Non-Exempt Approved By: Approved Date: JOB SUMMARY: Provides sales support and assures that all customers receive efficient and courteous service. ESSENTIAL DUTIES AND RESPONSIBILITIES: Ensure that phoned, faxed and emailed sales orders, quotes and order changes from customers are accurately priced and entered into the customer database in a timely manner prior to being entered into the accounting system. Maintain the company-owned database of current customers, prospective customers and past customers to support marketing and sales efforts. Familiar with all Cawley personalizing solutions. Address customer problems/complaints in an efficient, courteous and professional manner. Replace defective or incorrect items and prepare supporting documentation to credit the customer for returned merchandise. Receive ship dates for expedited orders and communicate the dates for customer inquiry. Track shipped packages for customers through the appropriate shipping company. Ability and willingness to train and develop others. File Customer records. Establish and maintains effective working relationships with co-workers, supervisors and the general public. Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures. Pursue personal development of skills and knowledge necessary for the effective performance of the role. SECONDARY FUNCTIONS: Assists Senior Sales Executives, Sales Executives, Senior Sales Associates and Sales Associates as needed. Assists other Customer Service Representatives as needed. Performs other related duties as assigned. QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements 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: High School Diploma or GED 1 year related experience in a customer service environment MATHEMATICAL SKILLS: Have the ability to calculate figures and amounts such as customer pricing discounts and percentages. REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Have the ability to identify and deal with problems involving several concrete variables in standardized situations. CERTIFICATES, LICENSES, REGISTRATIONS: None required OTHER SKILLS and ABILITIES: Requires the ability to operate various office equipment to include a, personal computer, calculator, fax, and copier. PHYSICAL DEMANDS: 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 accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or touch objects or controls and talk or hear. The employee is occasionally required to stand, walk, and reach above shoulders. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. WORK ENVIROMENT: The work environment characteristics described here are representative for those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. 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