Customer Service Representative

Job Details

Description

KEY OUTCOMES (KPI’s)

• OUTCOME: Time Management
• Prioritize tasks based on urgency.
• Avoid time wasters.
• Take initiative to help others during downtime.
• OUTCOME: Quality/Accuracy
• Complete internal and external requests and order entry with minimal errors.
• OUTCOME: Turnaround Time
• Emails handled within 24 hours.
• Orders entered same business day.
• Service calls logged within 30 – 60 minutes.
• OUTCOME: Call Response Under 5% Abandonment Rate
• Average speed of answer under 30 seconds.
• OUTCOME: Completing other tasks as assigned
• OUTCOME: Perform Consistent with Wildman Core Values
• Conduct yourself at all times and in all business interactions consistently with Wildman Core Values
  
  

CORE COMPETENCIES

• Action oriented:
  
  

Taking on new opportunities and touch challenges with a sense of urgency, high energy, and enthusiasm.

• Optimizes work processes:
  
  

Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Ensures Accountability

Holding self and others accountable to meet commitments.

• Drives Results:
  
  

Consistently achieving results, even under tough circumstances.

Collaborates

Building partnerships and working collaboratively with others to meet shared objectives.

Values Differences

Recognizing the value that different perspectives and cultures bring to an organization.

• Communicates effectively:
  
  

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Instills Trust

Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Demonstrates Self-awareness

Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.

Self-development

Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Nimble Learning

Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Situational Adaptability

Adapting approach and demeanor in real time to match the shifting demands of different situations.

STRENGTHS TO BE SUCCESSFUL

• High school diploma or equivalent required, previous customer service experience recommended.
• Proven experience in a customer-based role.
• Strong written and verbal communication skills.
• Proficient with Microsoft Office Suite or related software: Outlook, Word, Excel, PowerPoint and Internet Explorer.
• Effective time management skills with a proven ability to meet deadlines.
• Good judgement with the ability to make timely and sound decisions.
• Professional presentation and demeanor.
• Predictable and reliable attendance.
  
  

Primary Responsibilities

• Take incoming customer service calls, respond to and/or resolve customer inquiries/issues/requests, create detailed relevant information and route to appropriate service department personnel for follow-up and resolution, ensure customer needs are met.
• Works closely with internal teams to solve any customer issues or concerns.
• Various reporting, tracking, and data entry functions.
• Communications to and from internal and external customers, in the form of voice, fax, mail and electronic mail.
• Help facilitate customer information between office, production, sales teams and service teams.
• Maintain familiarity with product offering and promotions.
• Maintain customer confidence and protect operations by keeping information confidential.
• Follow all policies and procedures and reporting opportunities for process improvement and to maintain proper company operations.
• Other duties as assigned.
  
  

Physical Requirements/Working Conditions

• Must have the ability to sit at a desk for extended periods of time.
• Manual dexterity sufficient to reach/handle items and work with hands. Frequent use of computer keyboard and mouse for typing and data entry.
• Noise level can vary from quiet to moderately noisy, depending on the environment and the number of concurrent calls.
• Often engaging in repetitive tasks such as answering similar questions and data entry.
• General work in climate-controlled environments with appropriate lighting and ventilation. Ability to maneuver throughout the facility/facilities as needed.
• Light physical activity performing non-strenuous daily activities of a primarily administrative nature.