Customer Service Representative, Coordinator bei Lawson Products
Lawson Products · Chicago, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Chicago
- Serves as first point of contact for approval requests and customer escalations.
- Provides coaching and guidance to customer service representatives. Facilitates resolution of both transactional discrepancies and customer complaints, ensuring issues are resolved.
- Performs customer service duties as needed, interacting with sales reps, customers, and other internal departments.
- Receives, investigates, documents, and responds to inquiries and issues, including orders, returns, shipment status, products and invoices, in accordance with established procedures.
- Expedites delivery per customer requests. Verifies orders are fulfilled on time and per customer specifications. Researches and provides proof of delivery upon request.
- Identifies order variances including delivery dates, price, and quantities. Initiates communication with the customer to ensure both immediate and long-term resolution.
- Advises customers of the status of open items including, but not limited to, order processing, product audits, routing, and quotes.
- Ensures compliance with all federal, state, local laws, and company policies with regards to state-restricted product availability.
- Updates and reviews the daily work performance metrics of Customer Service Representatives' Key Performance Indicators.
- Obtains, documents, and shares customer feedback proactively. Recommends training and professional development for Customer Service Representatives as required.
- Assists with training and orientation of new employees.
- Participates in and at times leads team communication meetings.
- Performs other duties as assigned by management team.
- High School Diploma or GED with at least 7 years’ experience in an inbound call center.
- Reliable and punctual, with a solid attendance record.
- Commitment to delivering exceptional customer service.
- Results-oriented team player that produces thorough and accurate work.
- Keen eye for process improvement.
- Must possess strong analytical and problem-solving skills, with the ability to make well-reasoned decisions.
- Strong PC skills and proficiency in Microsoft Word, Excel & Outlook. SAP experience is a plus.
- Excellent written and verbal communication skills are a must.
- Ability to maintain customer orientation and multi-task in a fast-paced environment, with a strong sense of urgency and follow through.
- Formal customer service soft skills certification or training a plus.
- Previous manufacturing/distribution experience a plus.