Summary/Objective The primary function of the Customer Service Representative (CSR) is to provide outstanding service to the customers via incoming phone calls, email and faxes. A CSR will assist customers with order entry, quotes delivery information, product knowledge, research, problem solving and follow up. CSRs will contact customers to increase sales by upselling, providing promotional sales information and promoting Prince Corp. products.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Enter and Confirm orders in a timely and accurate manner.
• Will service and maintain one or more sales territories.
• Adjusts and determines pricing for customers based on certain clearance items.
• May authorize credit to the customer based on damaged products etc.
• Works with dispatch to assist the customer with delivery issues
• Works directly with the Field Sales Reps to increase sales
• Follows up on promotions with customers.
• Utilizes the open order report to contact customer to increase sales
• Enters RGA's and ensures credits for the company and customer are applied properly.
• Answer customer inquiries
• Follows up with customer on requested information and their order status in a timely manner.
• Resolves difficult customer's issues and discrepancies in a professional and timely manner.
• Is available to be in the phone loop to answer incoming customer calls during their scheduled shift at all times. Exceptions must be authorized by the supervisor.
• Keeps current on promotional sales item, new products etc.
• Refers customers to other employees for technical assistance
• Builds rapport with customers by providing outstanding customer service
• Identifies customers' needs and provides customers with possible solutions.
• Assists team members with the departmental workload and contributes to a team environment.
• Collaborates with other departments in order to provide our customers with the information they require or the best possible solution
• Other duties as assigned.

Competencies

• Positive and professional customer service skills.
• Ability to meet deadlines in a timely manner.
• Ability to work safely.
• Have professional and courteous phone skills at all times.
• Ability to work in an efficient manner.
• Ability to communicate effectively with all members of the company to ensure proper exchange of information.
• Must be able to read and write English.
• Must be able to communicate fluently in English.
• Must be able to maintain a high level of accuracy.
• Must have excellent organizational skills.
• Must have Basic Math skills.
• Must have excellent problem-solving skills.
• Must be able to multi-task with high efficiency.

Supervisory Responsibility

This position has no supervisory responsibilities.

Position Type/Expected Hours of Work This is a full-time position. Hours of work are Monday through Friday, 8:00am to 4:30pm, 40 hours per week. 30 min unpaid lunch and two 10-minute paid breaks.

Travel

Very little travel required.

Required Education and Experience

• 
  1-2 years office/call center experience
• High School Diploma
• Basic Math Skills
• Excellent interpersonal skills on the phone and in person
• Ability to resolve complex problems
• Strong organizational skills
• Typing speed of 40 WPM
• Proficient at Microsoft Office programs

Preferred Education and Experience

• 1 year of sales experience preferred

Other Duties

Duties, responsibilities and activities may change at any time with or without notice.