Customer Service Representative

Kelley Create is a dynamic and innovative business technology company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.

We seek a motivated Inbound Customer Service Representative to join our team. The Inbound Customer Service Representative is responsible for providing excellent customer service to customers while processing incoming order requests and inquiries efficiently and accurately in a professional manner.

Job Duties And Responsibilities

• Process all customer supply orders and inquiries via phone, email, or walk-ins.
• Verify all pricing and/or coverage on supplies.
• Ensure timely delivery of supplies to customers.
• Investigate and resolve any issues associated with supply orders.
• Ability to compose correspondence and/or quotes to customers.
• Process return material authorizations.
• Answer customer questions regarding supply invoices.
• Provide internal support to the assigned salesperson or team.
• Manage backorder reports.
• Generate Purchase Orders for drop shipments.
• Assist with customer service issues/calls.
• Monitor/research Automated Alerts.
• Other duties as assigned.
  
  

Competencies

To perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position.

• Customer service-the individual manages difficult client/vendor situations, responds promptly, solicits feedback to improve service, responds to service requests, and meets commitments.
• Communication-Good listening and phone skills; able to work successfully with difficult customers with diplomacy and tact.
• Problem-solving-the individual identifies and resolves problems promptly and gathers and analyzes information skillfully.
• Planning/organizing-the individual prioritizes and plans work activities and uses time efficiently.
• Quality control-the individual demonstrates accuracy and thoroughness, monitors their own work to ensure quality, and applies feedback to improve performance.
• Quantity-meets productivity standards and completes work on time.
• Adaptability-the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events.
• Dependability-the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Safety and security-the individual observes safety and security procedures and uses equipment and materials properly.
  
  

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required.

Education/Experience

High School Diploma or general education degree (GED); or one to two years of inbound customer service experience; or equivalent combination of education and experience.

Certificates and Licenses

None required.

Language Skills

Read and comprehend simple instructions, short correspondence, and emails; write simple correspondence; effectively present information to customers and other employees in one-on-one and small group situations.

Math Skills

Add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals.

Reasoning Ability

Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form to deal with problems involving several concrete variables in standardized situations. Identifies problems, gathers information, and offers solutions.

Computer Skills

Proficiency with Microsoft Word, Excel, and Outlook is required. Proficiency with email is required.

Physical Demands and Work Environment

The physical demands and work environment described below represent the positions' activities and surroundings. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

The work is typically performed in an office environment with a moderate noise level.

While performing the duties of this job, the employee is regularly required to sit for long periods of time. To perform the job, the employee is frequently required to talk and hear on the telephone and in person with individuals and groups. The employee must be able to reach with hands and arms to type frequently throughout the day. Vision is required as the incumbent is required to read and respond to documents in hard copy and electronic form.

Competitive Benefits Package Include

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Vacation
• Paid Holidays
• Ongoing training opportunities
  
  

Equal Opportunity Employer

Kelley Create is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, Kelley Create complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.