Customer Support Representative

Assignment Detail

Industry: Retail / Health & Pharmacy

Job Description

Customer Support Representative

Position Overview
The primary role of the Customer Support Representative is to provide exceptional day-to-day customer service to all of our customer contacts. The Customer Support Representative will handle the day-to-day order entry and will report directly to the Customer Support Manager.

KEY ACCOUNTABILITIES & RESPONSIBILITIES:

• Accurately and efficiently complete data and order entry.
• Handle all customer service needs with first call resolution.
• Provide customers with prompt and thorough assistance via email or telephone with all information they require regarding approved orders and returns.
• Resolve customer concerns effectively and efficiently, in a professional and customer centric manner, using the proper escalation process when necessary.
• Anticipate and identify potential negative customer situations, turning them into positive experiences.
• Liaise with other internal departments to resolve any issues that may affect customer orders.
• Constantly strive to raise the level of service provided and consistently exceed customer expectations.
• Receive, process and verify customer purchase orders and complaints through phone, fax and e-mail.
• Enter and archive relevant information for tracking and reporting purposes. Provide customers with confirmation numbers, order status updates or requested information promptly and thoroughly.
• Provide pro-forma invoices for international customers and follow up regarding confirmation of the pro-forma.
• Collect customer information, maintain customer master database and communicate changes to appropriate personnel and/or departments. Observe at all times client confidentiality and company policies for data protection and security.

• At least 5 years of experience in a customer care environment preferably in the health and beauty or consumer products industry.
• Bachelor's degree preferred.
• Demonstrated appreciation and understanding of the importance of customer care as a function of the business.
• Articulate with exceptional verbal and written communication skills, including a high standard of spelling and grammar.
• Excellent follow up skills.
• Outstanding interpersonal skills and the ability to build and maintain relationships with all internal departments as well as external parties.
• Excellent work ethic with a do what it takes to get the job done mentality.
• Strong sense of urgency.
• Self motivated with a drive to deliver the best.
• Willingness to contribute ideas within a team to improve the customer experience.
• Exceptional organizational skills and the ability to prioritize in a fast-paced, rapidly changing environment.
• Keen eye for detail and organization.
• Experience with Microsoft Office applications, including strong Excel skills.