Job Description

Job Title:

CUSTOMER SERVICE Representative

Department:

Customer Excellence

Reports To:

Country Manager, NAM

FLSA Status:

Exempt

Location: Somerset, NJ

Position Summary : The Customer Service Representative will be responsible for serving the organization’s accounts. This role involves overseeing day-to-day operations for their accounts, ensuring they delivers exceptional service, and acting as the primary escalation point for complex issues. The Customer Service Representative will also collaborate with cross-functional teams to develop strategies that enhance customer satisfaction and drive long-term account retention. utilization.

Essential Duties and Responsibilities : To perform this job successfully, an individual must be able to perform the following satisfactorily (other duties may be assigned). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Key Responsibilities:

Customer Support and Relationship Management:

• Act as a point of escalation for complex customer inquiries or complaints, resolving them efficiently to maintain trust and satisfaction.
• Build and nurture relationships with strategic accounts, ensuring their needs are proactively met.
• Monitor customer feedback and trends to identify opportunities for improvement in service delivery.

Operational Excellence:

• Develop and implement processes to improve efficiency and ensure service levels are consistently met or exceeded.
• Oversee the accurate documentation of customer interactions and resolutions in the CRM system.
• Monitor key performance indicators (KPIs) and prepare reports for management on team performance and customer satisfaction metrics.

Strategic Collaboration:

• Work closely with account managers, sales, and operations teams to align service delivery with overall account strategies.
• Participate in strategy meetings to provide insights on customer service trends and contribute to action plans for account growth and retention.
• Recommend and implement innovative approaches to enhance the customer experience for strategic accounts.

Competencies : To perform the job successfully, an individual should demonstrate the following competencies.

Adaptability – Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands.

Communications – Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.

Conflict Resolution – Confronts difficult situations. Encourages open communications. Keeps emotions under control. Maintains objectivity. Uses negotiation skills to resolve conflicts.

Cooperation – Displays positive outlook and pleasant manner. Establishes and maintains effective relations.

Exhibits tact and consideration. Offers assistance and support to co-workers. Works actively to resolve conflicts.

Works cooperatively in group situations

Dependability – Commits to doing the best job possible. Follows instructions, responds to management direction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.

Problem Solving – Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.

Quality – Applies feedback to improve performance. Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Monitors own work to ensure quality.

Quantity – Achieves established goals. Completes work in timely manner. Meets productivity standards. Strives to increase production. Works quickly.

Qualifications : 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/Experience:

High school diploma or general education degree (GED) is required. Finance, economics, business, or related four-year degree preferred. A minimum of four years previous experience in a similar role is desired.

Language Ability:

Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees. Working knowledge of/Fluency in the English language (spoken and written).

Mathematical Ability:

Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.

Reasoning Ability:

Apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Deal with problems involving a few concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have

• Proficiency with Microsoft Office applications.
• Expert skills in spreadsheets and word processor usage.
• Adeptness at reviewing data and extracting meaningful performance indicators.
• Knowledge of database software and order processing systems.
• Previous experience using an ERP system is preferred.

Certificates and Licenses:

None required

Work Environment : The work environment characteristics described here are representative of 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.

• Performs work in indoor conditions, 100% of the time.
• Performs work near moving or mechanical parts, 10% of the time.
• Works alone 50% of the time.
• The noise level is moderate (general office and light manufacturing).
• This position requires working with office equipment, and computer equipment.

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 use hands to finger, handle, or feel, and reach with hands and arms.

The employee is frequently required to stand and sit.

The employee is occasionally required to walk and stoop, kneel, crouch, or crawl.

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