SUMMARY:
The Customer Service Representative will be responsible for answering telephone call inquiries and promoting our organization's products and services. They will also research and resolve complaints to ensure customer retention and satisfaction. This position is fully remote. However, if the individual is based near a DGI office and may work out of the office if interested.
DUTIES AND RESPONSIBILITIES:
- Successful candidate will master skills in handling customer interactions via phone, e-mail and mail
- Log into phone system and use appropriate codes for activities
- Effectively manage work hours and demonstrate strong organizational skills
- Process requests for quotations, order entry and product questions from customers
- Ensure accurate order entry and timely feedback to customer inquiries
- Serve as a role model for peer group and new hires
- Monitor and review performance to operational metrics, order processing and service level reporting
- Suggest cost reduction opportunities or efficiency gains in all aspects of Customer Service transactions and activities
- Responsible for researching and resolving complaints, product inquiries or ordering to ensure customer retention and satisfaction
- Other duties as assigned
- Reports to the Customer Service Manager
SKILLS AND EXPERIENCE REQUIRED:
- Excellent listening skills and the ability to empathize with customers
- Experience with Prophet21 is a plus, but not required
- Thorough, organized and systematic in approach to work
- Strong verbal and written communication skills
- Skilled at establishing and maintaining effective working relationships
- Ability to manage self in a fast-paced business environment
- Moderate to advanced skills in technology
- Bachelor's degree in a related field or three years of customer service experience
- History of successful customer service roles
- Proven ability to use operating systems and other third-party software to service customer needs effectively
- Professional maturity, integrity and a positive attitude
- Industry knowledge desired but not required
- Strong ability to work well under pressure
- Passionate, Adaptable, Customer Focused and Teamwork oriented
- Strong sense of urgency and accountability
EMPLOYMENT OPPORTUNITY INCLUDES:
- Competitive benefits, including: medical, dental, vision, life, STD & LTD insurance options, FSA, 401(k) and Profit Sharing
- Career growth
DGI Supply is an Equal Opportunity Employer. Candidates are subject to background checks and a post-offer drug screen.
Skills Preferred - Passion
- Adaptable
- Customer Focus
- Teamwork