Contact Center Customer Service Representative

• Answer and respond to customer calls and emails throughout the day providing customer support for the company
• Manage customer information needs (availability, shipping status, etc.)
• Respond to customer with pertinent product and/or company marketing information
• Use available resources to track and trace orders and provide proof of delivery documentation
• Promptly & accurately enter orders received via telephone as well as replacement orders
• Provide proactive education of our customers on our policies, procedures, and products to enhance the customer experience
• Communicate with other departments internally and with outside sources to get answers and give quality service to our customers and clients
• Make outbound calls to contact customer to clarify orders prior to processing by Order Entry
• Update completed orders following company procedures and policies by use of Order Management
• Suggest appropriate tools for customer self-help, such as Customer Portal, setup for automated invoice and credit emails, etc.
• Provide support to customers using our online system, responding to product/order questions and redirecting technical questions as appropriate
• Handle customer complaints/queries, provide appropriate solutions within acceptable timeframe; follow-up to ensure resolution
• Assist with special projects as needed

• College 2 or 4 year degree preferred or commensurate business experience
• 1 – 2 years Call Center and Customer Service experience, particularly in a corporate environment
• Excellent PC skills
• Microsoft Office package (Outlook, Excel, Word, etc.); SAP experience a plus
• Must be able to construct and maintain simple spreadsheets in MS Excel
• Professional telephone and email etiquette
• Excellent communication skills: verbal and written
• Strong interpersonal skills
• Well organized, with good time management and follow-up skills
• Ability to multi-task and prioritize accordingly

d Work Hours

• Monday – Friday, 9:30am – 6:00pm

• Riverside, NJ

• Hiring Min Rate: 23 USD per hour
• Medical, dental, and vision benefits
• 401(k) plan
• Life insurance coverage
• Disability benefits
• Tuition assistance program
• PTO
• Access to the Broad Based Ownership program, which makes all employees partners in our shared success