Contact Center Customer Service Representative

Simons; Riverside Township (NJ); On-site; USD 38,000 - 48,000; Full time

Job summary

Simons in Riverside, NJ is seeking a customer service professional to greet and assist customers by phone and email, manage order information, and provide product and policy guidance. You will enter orders, track shipments, and respond with accurate information to ensure a positive customer experience.

Responsibilities include handling inquiries, coordinating with internal teams, and guiding customers to self-help tools while maintaining professional communication and timely follow-ups.

Qualifications

• College 2–4 year degree preferred or commensurate business experience.
• 1–2 years call center and customer service experience, corporate environment preferred.
• Excellent PC skills: Outlook, Excel, Word (SAP a plus).
• Professional telephone and email etiquette.
• Excellent verbal and written communication; strong interpersonal skills.

Responsibilities

• 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 and accurately enter orders received via telephone as well as replacement orders.
• Provide proactive education of customers on 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 customers and clients.
• Make outbound calls to contact customers 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 and automated invoicing/credit emails.
• Provide support to customers using our online system, respond to product/order questions and redirect technical questions as appropriate.
• Handle customer complaints/queries, provide appropriate solutions within acceptable timeframe; follow-up to ensure resolution.
• Representative will assist with special projects as needed.

Skills

Phone etiquette

Written communication

Interpersonal skills

Time management

Multitasking

MS Office

Education

College degree preferred

Tools

SAP

MS Excel

Outlook

Word

Job description

DUTIES

• 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.
• Representative will assist with special projects as needed.

REQUIREMENTS

• 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.

SCHEDULED WORK HOURS: Monday - Friday, 9:30am - 6:00pm

LOCATION:Riverside, NJ