Customer Service Clerk

Madix, Inc; Goodwater (AL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Group Health Insurance

Paid Holidays

Vacation time

Educational Assistance

Employee Assistance Program

Onsite Clinic

Safety and Attendance incentives

Employee Appreciation Days

Job summary

Madix, Inc. is seeking a customer service professional to engage with customers by phone, identify needs, and ensure satisfaction. You will build relationships, document interactions, and route calls to the proper resources.

The role emphasizes effective communication, problem solving, and attention to detail in a fast-paced environment with standard 8-hour shifts.

Qualifications

• High school diploma or equivalent required.
• 2–4 years of customer service experience preferred.
• Excellent communication skills (verbal and written).
• Ability to multitask and manage time effectively.

Responsibilities

• Confer with customers by telephone to provide product information, take orders, or cancel accounts.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships through open and interactive communication.
• Provide accurate, valid information using the right tools and methods.
• Handle complaints and follow up to ensure resolution.

Skills

Verbal & written communication

Problem solving

Organizational skills

Attention to detail

Judgment

Adaptability

Teamwork

Stress tolerance

Customer orientation

Multi-tasking

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM

SAP

Data entry

Job description

Essential Functions

Confer with customers by telephone in order to provide information about products to take orders or cancel accounts.

Identify and assess customers’ needs to achieve satisfaction.

Build sustainable relationships and trust with customer accounts through open and interactive communication.

Provide accurate, valid and complete information by using the right methods/tools.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

Keep records of customer interactions, process customer accounts and file documents.

Follow communication procedures, guidelines and policies.

Take the extra mile to engage customers.

Follow up customer calls where necessary.

Enter new customer information into system.

Identify and escalation priority issues.

Route calls to appropriate resource.

Job Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.
• Problem analysis and problem solving.
• Organizational skills.
• Attention to detail.
• Judgment.
• Adaptability.
• Teamwork.
• Stress tolerance.
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to multi-task, prioritize, and manage time effectively.

Customer Service Levels

Level 1 = Basic Microsoft office, CRM, SAP & data entry skills along with heavy administration needs

Level 2 = Level 1 plus, Intermediate Microsoft office skills, Customer facing, Quoting smaller store takeoffs

Level 3 = Level 1-2 plus, Quoting medium size store take offs, downloading/exporting SAP data to Excel spreadsheets for data entry or reporting, and more complex needs

Level 4 = Levels 1-3 plus, Quoting larger size takeoffs (retail/grocery/military), reporting and review contracts.

Heavily involved in Conference /Team Calls with the customer, TSM and RM.

Education and Experience

High school diploma or equivalency certificate.

Two to four years customer service related work experience.

Work Environment

Generally 8 hour days, 5 days a week, indoors in a controlled environment.

Occasional overtime required when necessary.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Madix Inc. is an equal opportunity employer.

Benefit Details

• Group Health Insurance Company Paid Group Term Life Dental, Vision, Short Term Disability, Long Term Disability, and Critical Care 401k - Eligible day one of employment (Contributions can be from 1% to 50% of salary. Company match of up to 4% quarterly based on safe harbor election)
• Holidays - 9 per year (Eligible after 30 days of employment)
• Vacation time
• Educational Assistance
• Employee Assistance Program
• Onsite Clinic - Free medical visits
• Safety and Attendance incentives
• Employee Appreciation Days

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Madix is a company about people-our employees, our clients, and our community. Our reputation as an innovative leader in the store-fixture industry is a product of the hard work and dedication of our team members. At Madix, every individual plays a vital role in the success of our company, which is why we in turn strive to help employees achieve their professional and personal goals. We also are committed to maintaining a diverse work environment where everyone feels safe, inspired, and returns home each night fulfilled by the work they do. Investing in our employees and respecting our people is the best way to preserve our future as a company.