Customer Experience Agent 1

Edward Don & Company; Woodridge (IL); On-site; USD 36,000 - 48,000; Full time

Job summary

Edward Don & Company is seeking a Customer Service Representative I to engage with customers, build relationships, and ensure high satisfaction. This role focuses on responsive communication, accurate information, and ownership of requests from order to resolution.

The CSR I will handle inquiries via phone, email or chat, assist with returns, monitor pricing and stock data, and maintain documentation while meeting team goals in a fast-paced distribution environment.

Qualifications

• 1 year in a Customer Service function or related skill.
• Customer centric and Internet savvy
• Strong MS Office skills

Responsibilities

• Proactively communicate to all internal and external related parties to exceed customer’s expectations.
• Respond timely and accurately to all incoming customer correspondence along with thorough documentation.
• Receives customers' requests by telephone, email or chat, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person.
• Demonstrates ownership of customer requests with follow through, documentation and complete resolution.
• Assists in returns and replacements as needed.
• Analyzes transactions, corrects records, and adjusts errors.
• Provide accurate information regarding pricing and availability of in-stock items.
• Resolves customer questions related to orders, places orders where opportunity is present.
• Maintains 90% minimum average in customer service and sales area quality assurance reviews.
• Has knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
• Remain current with product knowledge by attending vendor meetings/training and participating in provided training/education.
• Manage time effectively, meet personal goals and work effectively with other members of the distribution team.
• Report any system or product inaccuracies timely.
• Follow company policies and procedures.
• Performs other all duties as assigned.

Skills

Customer service

MS Office

Communication

multitasking

Education

High school diploma or equivalent

Tools

MS Office

Job description

Job Summary

The CSR I interacts extensively with our customers to develop relationships; ensuring ultimate customer satisfaction and returning customers.

The CSR I interacts extensively with our customers to develop relationships; ensuring ultimate customer satisfaction and returning customers.

Responsibilities

• Proactively communicate to all internal and external related parties to exceed customer’s expectations.
• Respond timely and accurately to all incoming customer correspondence along with thorough documentation.
• Receives customers' requests by telephone, email or chat, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person.
• Demonstrates ownership of customer requests with follow through, documentation and complete resolution.
• Assists in returns and replacements as needed.
• Analyzes transactions, corrects records, and adjusts errors.
• Provide accurate information regarding pricing and availability of in-stock items.
• Resolves customer questions related to orders, places orders where opportunity is present.
• Maintains 90% minimum average in customer service and sales area quality assurance reviews.
• Has knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
• Remain current with product knowledge by attending vendor meetings/training and participating in provided training/education.
• Manage time effectively, meet personal goals and work effectively with other members of the distribution team.
• Report any system or product inaccuracies timely.
• Follow company policies and procedures.
• Performs other all duties as assigned.

Basic Qualifications

• High school diploma or equivalent
• 1 years in a Customer Service function or related skill
• Customer centric and Internet savvy
• Strong MS Office skills

Preferred Qualifications

• Restaurant supply/commercial food service experience

Professional Skills

• Superior time-management skills.
• Ability to multi-task and stay focused on critical objectives.
• A positive, can-do attitude is a must.
• Able to work in a fast paced, closely integrated team in which customer delight, communication, teamwork and flexibility are essential.
• Ability to write short correspondence.
• Ability to accurately spell.
• Ability to speak and write English in a clear, understandable manner.
• Ability to accurately follow detailed procedures and processes.
• Ability to work with a diverse group of people.
• Ability to work comfortably under pressure.
• Ability to work independently and with a group on various on-going projects simultaneously.
• Must be able to perform basic arithmetic calculations (e.g., addition, subtraction, multiplication, division, and percentage functions.)
• Ability to concentrate for extended periods of time.
• Excellent oral and written communication skills.
• Ability to plan and organize time and projects efficiently.
• Excellent critical thinking and problem solving skills
• Ability to exchange and furnish information requiring detailed explanations and maintain active discussions with customers and other work groups.
• Ability to act in an ethical, honest and professional manner at all times.
• Desire to work independently as well as in a team environment.
• Maintain discretion with all company information regarding customers, pricing, products, and procedures.

Physical Demands

• Must be able to sit for prolonged periods of time.
• Must be able to bend, reach and stoop occasionally to reach file cabinets, boxes, etc.
• Must be able to look at a computer screen for prolonged periods of time and type.
• Requires the ability to read written instructions, reports and other documentation.
• The employee must occasionally lift, carry and/or move up to 30 pounds.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee frequently is required to talk or hear.
• The noise level in the work environment is usually light to moderate.

Working Conditions

• The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Applicants must be currently authorized to work in the United States.